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Show DAVID ECCLES SCHOOL OF BUSINESS UNDERGRADUATE RESEARCH ABSTRACTS Debra Scammon 106 DISPARITY OF EXPERIENCE IN PATIENT CENTERED MEDICAL HOME Breanna Zehnder (Debra Scammon) Department of Marketing University of Utah The future of healthcare in the United States is uncertain. The Patient Centered Medical H o m e (PCMH) may be part of a viable solution because of its potential to reduce cost and increase the quality of healthcare. Patient experience is the foundation for assessing the performance of healthcare organizations. Patient Experience of racial and ethnic groups in a P C M H model is especially important to understand in order to address any disparities. The PCMH seeks to address patient care using 7 domains: access, communication, coordination of care, shared decision making, comprehensive care, self-management support, continuity of care, and whole person orientation as well as patients'overall satisfaction. In this research, patients w h o were 18 years and older with a diagnosis of one or more chronic conditions, or w h o had a visit to one of 10 primary care clinics in the prior 12 months were selected at random. Using a mail survey, this study compared the experiences of majority and minority patients at the University of Utah's Community Clinics which have implemented a P C M H model of care called Care by Design™. Prior research investigating disparities in care between minority and majority patients has focused on patient satisfaction. In our study w e assessed patient experience in m u c h greater detail. Patient experience was similar (not statistically different) between the majority and minority groups in areas of access to care, shared decision-making, comprehensive care, continuity of care, self-management support, and whole person orientation. However, the probability that a minority group patient would have a positive experience with providers, office staff, care coordination and overall satisfaction was much lower when compared to the majority group and the differences were statistically significant. Going forward it is imperative to find ways to overcome communication barriers with minority patients to increase cultural understanding and subsequently increase patient satisfaction. Further research analysis will include patient satisfaction of patients with specific chronic conditions, and management of care over long periods of time. |
