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Marathon Health reports high patient satisfaction and capacity strains at Fauquier employee wellness center
Summary
Marathon Health told the board the county’s employee wellness center logged about 5,000 visits last year, posted a net promoter score of 89 and 97.6% satisfaction, and showed positive ROI for engaged patients; presenters urged attention to provider capacity and expanded hours to meet demand.
Marathon Health presented its annual review of the Fauquier County employee wellness center during the board’s working lunch on Nov. 14, reporting strong patient experience metrics and signs of capacity pressure.
Data and highlights
- Volume and satisfaction: Marathon reported a little over 5,000 total visits for the year, with roughly 3,000 preventive appointments. The presenter said the center’s Net Promoter Score is 89 and patient satisfaction is 97.6 percent.
- Engagement and ROI: Government engagement was cited at about 80 percent; school engagement about 43 percent (one visit in the past 18 months threshold used). Marathon reported a program ROI of 4.46 for engaged members and estimated per‑member, per‑year savings of about $3,300 for patients with chronic conditions who are engaged with the center.
- Staffing and access: The provider said clinical staffing is full for the first time in the past year and noted a newly added mental health provider, Sergio Cueto. Marathon emphasized that utilization and provider capacity require close alignment: when provider utilization reaches roughly 85 percent, same‑day access and availability can deteriorate.
Board questions and follow up
Supervisors asked about benchmarking the center’s performance against other sites, the prospect of weekend or expanded hours to capture working patients, and whether access problems reported by some employees could be addressed through staffing or scheduling changes. Marathon said it benchmarks across sites, will provide peer comparisons at a future meeting, and that weekend hours and schedule optimization are under consideration pending utilization analysis.
No board action was required; staff and Marathon agreed to continue data sharing and discuss options to address capacity and access.
