Beyond the Waiting Room: Revealing “Invisible” Patients of an NGO

By: Nivine Manasfi, Wissam El Sabeh, Yasmina El Dirani, Hussein Charafeddine, and Perla Abou Rjeily

 

In humanitarian aid, success is often measured by volume. For the Imam Sadr Foundation (ISF), 31,430 patient visits over two years suggested a thriving system. However, our deep-dive analysis revealed that aggregate numbers were hiding a “silent crisis” of missing patients.

To understand why these groups were missing, we didn’t just look at the records—we asked the community. Here is how our impact survey validated the data and shaped our solutions.

1. The Gender Gap: It’s About Work, Not Health

Data showed a stark imbalance: 67% of patients were female, while only 33% were male. Our survey revealed the structural cause:

• 70% of patients admitted to missing medical visits specifically due to work or school commitments.

• 80% confirmed that extending clinic opening hours would directly facilitate their access to care.

The Fix: We proposed launching “Evening Clinics” (5 PM – 8 PM) to capture the working demographic that the current schedule excludes.

2. The Mental Health Stigma

Despite high trauma levels in the region, Syrian refugees accounted for near-zero mental health visits. The survey confirmed that stigma is the primary barrier:

• 62% of patients cited “privacy and secrecy” as the main reason they avoid seeking mental health support.

• Integrating mental health screenings into general medical visits was the 3rd highest requested service improvement.

The Fix: By integrating mental health checks into standard intake forms, clinics can bypass the “psychotherapy” label that scares patients away.

3. Neglecting Prevention

Preventive services (like vaccination and dental) made up less than 1% of total visits. However, the survey proved this isn’t due to a lack of interest:

• ~85% of patients confirmed a moderate to high need for proactive health services.

The Fix: The demand exists. We recommended strengthening the preventive infrastructure and using doctors, rather than just nurses, to drive awareness during standard consults.

Conclusion

Analyzing the dataset turned “records” into insights, but the survey turned that insights into action. By shifting our focus from volume of visits to equity, we proved that true healthcare success isn’t just about how many people you serve—it’s about ensuring no one is left invisible.