Impact on patient satisfaction and importance of medical intake and office staff in a multidisciplinary, one-stop shop transgender program in Indianapolis, Indiana

J Multidiscip Healthc. 2019 Aug 15;12:665-673. doi: 10.2147/JMDH.S216969. eCollection 2019.

Abstract

Background: Historically, the transgender population has postponed seeking primary care due to discrimination within social and medical settings. Very few studies have considered patient satisfaction with transgender care and whether there are differences in staff satisfaction. This cross-sectional study focuses on the satisfaction of transgender patients who receive primary care at a comprehensive, "one-stop shop" program in Indianapolis, IN, USA.

Methods: Sixty-two patients completed a patient satisfaction survey. Items consisted of 5-point Likert scales with anchors of satisfaction, caring, competence, and doctor recommendation.

Results: Overall, there were positive responses to all items, ranging from moderately high to very high. There was high overall satisfaction in the program's trans-friendliness, office visits, and "one-stop shop" model. Lower scoring items concerned medical intake with appointment making and timing. There were no statistical differences across age, gender, education, duration at the program, and number of visits in the past 12 months. There were clear differences between how respondents viewed the care and competence of the program's staff. In particular, the doctor was viewed most positively and office staff least positively with medical staff rated in-between.

Conclusion: There is high patient satisfaction with this comprehensive, "one-stop shop" care model among the transgender population. We recommend that transgender programs routinely conduct quality improvement measures, maintain sufficient workforce coverage, and provide cultural competency training which should include appropriate care standards and patient-centered concerns regarding appointment making and burdens associated with timing, traveling, and cost.

Keywords: cultural competency; minority health; multidisciplinary research; patient satisfaction; quality of care; transgender persons.