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 pr...
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| Format: | Article |
| Language: | English |
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BMC
2020-03-01
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| Series: | BMC Health Services Research |
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| Online Access: | http://link.springer.com/article/10.1186/s12913-020-5009-x |
| _version_ | 1818259480067964928 |
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| author | Russell K. Schutt Mary Lou Woodford |
| author_facet | Russell K. Schutt Mary Lou Woodford |
| author_sort | Russell K. Schutt |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-12T18:16:06Z |
| format | Article |
| id | doaj.art-8cf53bc1c2fd4772a05734a5726b6041 |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-12-12T18:16:06Z |
| publishDate | 2020-03-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-8cf53bc1c2fd4772a05734a5726b60412022-12-22T00:16:15ZengBMCBMC Health Services Research1472-69632020-03-0120111010.1186/s12913-020-5009-xIncreasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfactionRussell K. Schutt0Mary Lou Woodford1Department of Sociology, University of Massachusetts Boston and Harvard Medical SchoolMLW Associates, LLCAbstract 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.http://link.springer.com/article/10.1186/s12913-020-5009-xWomen’s healthCancer screening satisfactionHealth disparitiesCase management, Patient navigation |
| spellingShingle | Russell K. Schutt Mary Lou Woodford Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction BMC Health Services Research Women’s health Cancer screening satisfaction Health disparities Case management, Patient navigation |
| title | Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction |
| title_full | Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction |
| title_fullStr | Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction |
| title_full_unstemmed | Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction |
| title_short | Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction |
| title_sort | increasing health service access by expanding disease coverage and adding patient navigation challenges for patient satisfaction |
| topic | Women’s health Cancer screening satisfaction Health disparities Case management, Patient navigation |
| url | http://link.springer.com/article/10.1186/s12913-020-5009-x |
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