title: Patients Provide Recommendations for Improving Patient Satisfaction.
abstract: National Committee for Quality Assurance recommends patient-centered medical homes incorporate input from patient populations; however, many health care organizations do not. This qualitative study used two open-ended questions from 148 active duty Army Soldiers and their family members to illicit recommendations for primary care providers and clinic leadership that would improve their health care experiences. Content analysis and descriptive statistics were used to analyze responses. Participant responses were related to four major themes: Access to Care, Interpersonal Interaction, Satisfaction of Care, and Quality of Care. Participants were overall satisfied with their care; however, spending less time waiting for appointments and to see the provider or specialist were the most frequently requested improvements related to Access to Care. For Interpersonal Interaction, 82% of the responses recommended that providers be more attentive listeners, courteous, patient, caring, and respectful. Decreasing wait times and improving interpersonal skills would improve health care experiences and patient satisfaction.
authors.affiliation: Moore & Moore Healthcare Consulting, P.O. Box 48852, Cumberland, NC 28331.
authors.forename: Angelo D
authors.initials: AD
authors.lastname: Moore
authors.affiliation: Johns Hopkins University, 525 N. Wolfe Street, Baltimore, MD 21205.
authors.forename: Jill B
authors.initials: JB
authors.lastname: Hamilton
authors.affiliation: The Geneva Foundation, 917 Pacific Avenue, Tacoma, WA 98402.
authors.forename: Jessica L
authors.initials: JL
authors.lastname: Krusel
authors.affiliation: Fayetteville Technical Community College, 2201 Hull Road, Fayetteville, NC 28303.
authors.forename: LeeAntoinette G
authors.initials: LG
authors.lastname: Moore
authors.affiliation: Novion Analytics, 7112 Montibillo Parkway, Durham, NC 27713.
authors.forename: Bosny J
authors.initials: BJ
authors.lastname: Pierre-Louis
mesh_terms: D000328:Adult; D005260:Female; D006297:Health Services Accessibility / Q000592:standards; D006801:Humans; D008297:Male; D008875:Middle Aged; D066067:Military Family; D008887:Military Medicine / Q000458:organization & administration / Q000592:standards*; D008889:Military Personnel; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000592:standards*; D011320:Primary Health Care / Q000458:organization & administration / Q000592:standards; D011369:Professional-Patient Relations; D036301:Qualitative Research; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D014481:United States; D055815:Young Adult