Work

Patient Experiences in a Linguistically Diverse Safety Net Primary Care Setting: Qualitative Study

Year: 2018

Type: article

Abstract: BACKGROUND: The patient-centered medical home model intends to improve patient experience and primary care quality. Within an urban safety net setting in Northern California, United States, these desired outcomes are complicated by both the diversity of the patient community and the care continuity implications of a residency program. OBJECTIVE: The objective of our study was to understand the patient experience beyond standardized satisfaction measures. METHODS: We conducted a qualitative study, interviewing 19 patients from the clinic (English-, Spanish-, or Mien-speaking patients). RESULTS: Some themes, such as the desire to feel confident in their doctor, emerged across language groups, pointing to institutional challenges. Other themes, such as distrust in care being provided, were tied distinctly to speaking a language different from one's provider. Still other themes, such as a sense of powerlessness, were related to cultural differences and to speaking a language (Mien) not spoken by staff. CONCLUSIONS: Findings illuminate the need to understand cultural behaviors and interactional styles in a diverse patient population to create a high-quality medical home.

Source: Journal of Participatory Medicine

DOI: 10.2196/jopm.9229

Authors: Rachel L Berkowitz, Nimeka Phillip, Lyn Berry, Irene H Yen

Institutions: University of California, Berkeley, Mountain Area Health Education Center, Alameda Health System, University of California, San Francisco

Language: English

Topic: Interpreting and Communication in Healthcare

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDGs: Good health and well-being, Reduced inequalities

Open Access status: gold

Estimated APC paid: $1,500