The Relationships Between Patient Experience and Quality and Utilization of Primary Care Services

Abstract

We lack knowledge on how patient-reported experience relates to both quality of care services and visit attendance in the primary care setting. Therefore, in a cross-sectional analysis of 8355 primary care patients from 22 primary care practices, we examined the associations between visit-triggered patient-reported experience measures and both (1) quality of care measures and (2) number of missed primary care appointment (no shows). Our independent variables included both overall patient experience and its subdomains. Our outcomes included the following measures: smoking cessation discussion, diabetes eye examination referral, mammography, colonoscopy screening, current smoking status (nonsmoker vs smoker), diabetes control Hemoglobin A1c (HbA1c [<8]), blood pressure control, cholesterol control Low Density Lipoprotein (LDL) among patients with diabetes (LDL < 100), and visit no shows 2 and 5 years after the index visit that triggered the completed patient-experience survey. We found that patient experience, while an important stand-alone metric of care quality, may not relate to clinical outcomes or process measures in the outpatient setting. However, patient-reported experiences with their primary care provider appear to influence their future visit attendance.

A Content Analysis of Emergency Department Discharge Instructions for Acute Pediatric Febrile Illnesses: The Current State and Opportunities for Improvement

“…Little attention is given to social factors, parental well-being, anxiety or other non-physiologic aspects of disease. Careful consideration and study could determine if including these factors in discharge instructions could be one component of a multifactorial effort to improve family-centered emergency care to improve patient and family experience, revisits and outcomes (25, 26).…”

Development and pilot of a community low‐vision, service‐specific Patient‐Reported Experience Measure

“…7 It has been suggested that patient experiences and patient outcomes are linked, with better patient experience increasing the likelihood of good clinical outcomes. 8 Furthermore, Aysola et al 9 suggested that in a primary care setting, better patient experience decreases the likelihood of a patient not attending future appointments. This is supported by Goldman et al 10 who demonstrated that a negative patient experience correlates strongly with future non-attendance.…”

Experiences of people with diabetes mellitus of telehealth for diabetes management during the COVID-19 pandemic: a qualitative systematic review protocol

“…2 As positive patient experience and perceived level of care is a considerable predictor of recurrent utilization of health care services, it is important to analyze experiences of telehealth as a modality shift for diabetes management, particularly the probable impact either in disadvantages or benefits, as perceived by PWD. 10 A preliminary review of the literature has revealed a varied focus and methodological approach to the impact of telehealth care delivery for PWD during COVID-19. The vast majority of literature focused on quantitative data on biometric changes as proposed consequences of limited face-to-face consultations.…”