Patients' expectations for and experiences with primary healthcare services received from a patient centered medical home

Janet Reis; Dawn Juker; Molly Volk; Chelsea Stevenson

doi:10.1016/j.pec.2020.01.002

Patients' expectations for and experiences with primary healthcare services received from a patient centered medical home

Patient Educ Couns. 2020 Jun;103(6):1223-1229. doi: 10.1016/j.pec.2020.01.002. Epub 2020 Jan 8.

Authors

Janet Reis¹, Dawn Juker², Molly Volk², Chelsea Stevenson²

Affiliations

¹ Boise State University, 1910 University Drive, Boise, Idaho 83725, USA. Electronic address: janetreis@boisestate.edu.
² University of Idaho, 322 E. Front Street, Boise, Idaho 83702, USA.

PMID: 31932109
DOI: 10.1016/j.pec.2020.01.002

Abstract

Objective: Expectations for and experiences with healthcare services are summarized for 1143 patients receiving care in a statewide demonstration of Patient Centered Medical Homes (PCMH).

Methods: Patients were recruited from 91 primary care clinics for semi-structured interviews to determine what patients expect, what they plan to do and how they intend to execute their plans in partnership with their healthcare team.

Results: The majority (78%) of patients defined the patient-team partnership as a collaborative and problem-solving effort. Overall, 68% defined responsibility for own health as a personal responsibility; 55% defined listening to patient's concerns and answering questions as a responsibility of their healthcare team. Diet and exercise came up most frequently whether as a personal responsibility, issues for receiving additional help from their clinic, or plans for personal change.

Conclusion: Patients' preferred a collaborative, problem-solving healthcare team partnership but also had boundaries for what additional services they wanted from this team.

Practice implications: Patients' expectations for a collaborative partnership, acceptance of personal responsibility and interest in diet and exercise expands opportunities for patient education and teamwork. Clinics' engagement with broader resources would be needed to address patients' many and varied challenges to taking care of their health.

Keywords: Patient centered medical home; Patient education; Patient expectations; Patient experience; Patient-centered care; Statewide innovation model; Value-based care.

Publication types

Research Support, U.S. Gov't, Non-P.H.S.

MeSH terms

Health Services
Humans
Motivation*
Patient Care Team
Patient Education as Topic
Patient Satisfaction
Patient-Centered Care* / methods