Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction

Abstract

Background: Cancer control programs have added patient navigation to improve effectiveness in underserved populations, but research has yielded mixed results about their impact on patient satisfaction. This study focuses on three related research questions in a U.S. state cancer screening program before and after a redesign that added patient navigators and services for chronic illness: Did patient diversity increase; Did satisfaction levels improve; Did socioeconomic characteristics or perceived barriers explain improved satisfaction. Methods: Representative statewide patient samples were surveyed by phone both before and after the program design. Measures included satisfaction with overall health care and specific services, as well as experience of eleven barriers to accessing health care and self-reported health and sociodemographic characteristics. Multiple regression analysis is used to identify independent effects.Results: After the program redesign, the percentage of Hispanic and African American patients increased by more than 200% and satisfaction with overall health care quality rose significantly, but satisfaction with the program and with primary program staff declined. Sociodemographic characteristics explained the apparent program effects on overall satisfaction, but perceived barriers did not. Further analysis indicates that patients being seen for cancer risk were more satisfied if they had a patient navigator. Conclusions:Health care access can be improved and patient diversity increased in public health programs by adding patient navigators and delivering more holistic care. Effects on patient satisfaction vary with patient health needs, with those being seen for chronic illness likely to be less satisfied with their health care than those being seen for cancer risk. It is important to use appropriate comparison groups when evaluating the effect of program changes on patient satisfaction and to consider establishing appropriate satisfaction benchmarks for patients being seen for chronic illness.

Approaches for enhancing patient-reported experience measurement with ethnically diverse communities: a rapid evidence synthesis

“…Several strategies were used to support the process of data collection of patient experience. Twenty-five of the 36 studies included surveys that had been translated into multiple languages to aid completion [ 65 , 67 – 79 , 81 , 94 , 97 – 100 , 102 , 103 , 105 – 107 ]. Whilst using translated surveys was considered to enable a wider population to complete the surveys, no direct evidence of the impact of using translated surveys on the quality and quantity of data collected was reported.…”

“…Just over half of the surveys used (20/36; 56%) were previously validated, English-language instrument(s) [ 64 , 65 , 67 , 71 , 72 , 74 – 77 , 79 , 94 , 98 , 101 , 103 – 106 , 108 , 109 ]. Of which, seven were adapted based on pilot testing with a subset of the target population [ 65 , 67 , 72 , 76 , 94 , 106 , 109 ].…”

Assessment of health system performance in Germany: Survey‐based insights into the perspective of people with private health insurance

“…Previous research found an association between quality of care and patient satisfaction 57–60 . Accordingly, improving hospital quality in Germany, which aims primarily at better health outcomes, also helps to promote patient satisfaction.…”

“…54 Previous research found an association between quality of care and patient satisfaction. [57][58][59][60] Accordingly, improving hospital quality in Germany, which aims primarily at better health outcomes, also helps to promote patient satisfaction. Hospital websites were well known information sources about the hospital quality for the respondents (81.9%), but official quality reports published by hospitals were only known by 42.5%.…”

Health insurance coverage and access to care in China

“…Managed care and strategic purchasing options have been promoted as potential approaches to furthering the equity, access, and quality of recipient healthcare [2]. Both economics theory [3] and a large body of literature support the relationship between insurance coverage and access to care [4][5][6] as well as satisfaction with the care experience [7][8][9]. Five major areas are considered in evaluating the performance of HI policies: quality, accessibility, efficiency, continuity, and fairness [10].…”