Planned Parenthood of Orange and San Bernardino Counties' Annual Report for 2012-2013

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Preparing for Health Care Reform Planned Parenthood of Orange and San Bernardino Counties 2012-2013 Annual Report 1

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)



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

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. 6

Looking Back to Move Forward As 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.


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 8

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

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.

Jon Dunn President and CEO

C. William Wood Board Chair


The results are here. Thanks to all the efforts last year, our community is now‌

...Healthier Our 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.

Other 6.3% Colposcopies/LEEP 1.2% Prenatal/Vaccinations 2.1% Emergency Contraception 2.4% Abortion Care 6.1%

Pregnancy Testing 16.6%

HIV/STI Testing and Infection Checks 18.1%

1,004,829 condoms distributed

Well-Woman Exams and Family Planning 47.2%

Community 79% of our patients report an annual income less than $15,510 45% of our patients identify as Hispanic

Service Mix


< 1 Hour average appointment cycle time

14,916 online appointment requests







160,912 medical visits (up 8,512 from last year)


‌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.



health fairs and outreach events

classroom and community presentations and workshops

131 peer educators trained

331 youth-serving professionals trained

46,941 hotline inquiries (up 13,441 from last year)

491 parents trained


…More engaged Patients 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. “I love Planned Parenthood!!! “I loved the personable Seriously, it’s the attention that they gave to best Dr. office me. That sort of service is I’ve ever been to.” valuable and timeless.” Jaclyn F. Christine L.

24,299 Views on Yelp

7,389 Actions from Yelp

Yelp testimonials

“I was seen right away and was “Today, I swallowed some in and out in less courage because this was than an hour.” my first time ever going here Anonymous and all I can say is that this place is awesome!” Anonymous


(Average Yelp stars 3.6/5)

Facebook reach

1,458 Twitter followers (32% increase over last year) 14

(higher rating than Kaiser Permanente in Irvine and Santa Ana, and the Mayo clinics in Scottsdale and Jacksonville)

...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.

12,819 breastfeeding counseling

201,724 individual sessions provided by WIC

16,691 nutrition education sessions

121,681 children provided with needed food vouchers through WIC services

38,730 infant assessments/ counseling

16,833 prenatal clients enrolled


Building From a Solid Foundation The Necessary Next Steps With 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 16

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.

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.

Board of Directors 2012-2013 C. William Wood Board Chair


Christina Hernandez Dianne Landeros Jan Lansing Susan Leibel Carol M. Rhoads Nancy R. White

Kathy Vrabeck Chair Elect

Executive Team

William Weinberg Secretary

Jon Dunn, MSW, MBA President/CEO

Tara Balfour Treasurer

Dan Seargeant, Ph.D., MBA CFO

Afsaneh Alisobhani Rabbi Hillel Cohn Jane Egly Debra R. Gierut Gloria MacĂ­as-Harrison Belinda Escobosa-Helzer Jane Hanauer

Betha Schnelle, MPH CAO Jennefer Russo, MD, MPH Medical Director Scott Marshall Senior Vice President, Compliance Officer

Robert Armenta, Jr., MPA Vice President of Public Affairs Kate Jeffrey, MBA Vice President of External Affairs Lauren Rayner, MBA Vice President of Development Ron Herrera, PHR Vice President of Human Resources Irene Salazar, MSLM Vice President of Community Education and Outreach

Health Centers: Orange County Anaheim 303 W. Lincoln Ave., #105 Costa Mesa 601 W. 19th St.

San Bernardino San Bernardino 1873 Commercenter West Upland 918 W. Foothill Blvd., #A Victorville 15403 Park Avenue East

WIC Satellite Locations Anaheim, Costa Mesa, Orange, Santa Ana, and Stanton


Mission Viejo 26137 La Paz Rd., #200

WIC Locations:

Our trained health educators provide honest, accurate information about your sexual and reproductive health.

Orange 700 S. Tustin St.

Santa Ana 1134 E. 17th St.

Text 53634

Santa Ana 1421 E. 17th St.

Stanton 12600 Beach Blvd., #A

Call 877.4ME.2ASK

Westminster 14372 Beach Blvd.

Costa Mesa 621 W. 19th St., #B


700 S. Tustin St., Orange, CA 92866 | 714.633.6373