The Article in Brief
Exploring the Patient and Staff Experience With the Process of Primary Care
Elizabeth J. Brown , and colleagues
Background Surveys of patient experiences usually target Medicare and privately insured populations, leaving the lowest socioeconomic status patients' voices under-represented. This is the first qualitative study to assess the experience of both low income, chronically ill patients and the clinic staff who care for them during each step of the primary care process.
What This Study Found There are areas of agreement and tension between the needs and preferences of high-risk patients and staff in the primary care setting. Two major challenges frequently get in the way of an effective visit: 1) information flow, despite systems that are intended to improve communication and 2) misaligned goals and expectations among patients, clinicians and staff members. Personal relationships are highly valued by patients and staff.
Implications
- The authors conclude that when considering how to improve the care of vulnerable patients, it is important to focus on improving information flow, aligning goals and expectations, and developing personal relationships.