Patient Experience in Health Center Medical Homes

Nicole Cook, Lucas Hollar, Emmanuel Isaac, Ludmilla Paul, Anthony Amofah, Leiyu Shi

Research output: Contribution to journalArticle

Abstract

The Human Resource and Services Administration, Bureau of Primary Health Care Health Center program was developed to provide comprehensive, community-based quality primary care services, with an emphasis on meeting the needs of medically underserved populations. Health Centers have been leaders in adopting innovative approaches to improve quality care delivery, including the patient centered medical home (PCMH) model. Engaging patients through patient experience assessment is an important component of PCMH evaluation and a vital activity that can help drive patient-centered quality improvement initiatives. A total of 488 patients from five Health Center PCMHs in south Florida were surveyed in order to improve understanding of patient experience in Health Center PCMHs and to identify quality improvement opportunities. Overall patients reported very positive experience with patient-centeredness including being treated with courtesy and respect (85 % responded “always”) and communication with their provider in a way that was easy to understand (87.7 % responded “always”). Opportunities for improvement included patient goal setting, referrals for patients with health conditions to workshops or educational programs, contact with the Health Center via phone and appointment availability. After adjusting for patient characteristics, results suggest that some patient experience components may be modified by educational attainment, years of care and race/ethnicity of patients. Findings are useful for informing quality improvement initiatives that, in conjunction with other patient engagement strategies, support Health Centers’ ongoing transformation as PCMHs.

Original languageEnglish (US)
Pages (from-to)1155-1164
Number of pages10
JournalJournal of Community Health
Volume40
Issue number6
DOIs
StatePublished - May 31 2015

Fingerprint

Patient-Centered Care
Health
health
experience
Quality Improvement
Quality of Health Care
educational program
human resources
respect
Primary Health Care
ethnicity
contact
health care
leader
Patient Participation
communication
Vulnerable Populations
evaluation
community

Keywords

  • Federally qualified health center
  • Patient centered medical home
  • Patient experience
  • Quality improvement
  • Underserved populations

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health
  • Health(social science)

Cite this

Patient Experience in Health Center Medical Homes. / Cook, Nicole; Hollar, Lucas; Isaac, Emmanuel; Paul, Ludmilla; Amofah, Anthony; Shi, Leiyu.

In: Journal of Community Health, Vol. 40, No. 6, 31.05.2015, p. 1155-1164.

Research output: Contribution to journalArticle

Cook, N, Hollar, L, Isaac, E, Paul, L, Amofah, A & Shi, L 2015, 'Patient Experience in Health Center Medical Homes', Journal of Community Health, vol. 40, no. 6, pp. 1155-1164. https://doi.org/10.1007/s10900-015-0042-0
Cook, Nicole ; Hollar, Lucas ; Isaac, Emmanuel ; Paul, Ludmilla ; Amofah, Anthony ; Shi, Leiyu. / Patient Experience in Health Center Medical Homes. In: Journal of Community Health. 2015 ; Vol. 40, No. 6. pp. 1155-1164.
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