TY - JOUR
T1 - What matters to low-income patients in ambulatory care facilities?
AU - DeLia, Derek
AU - Hall, Allyson
AU - Prinz, Timothy
AU - Billings, John
PY - 2004/9
Y1 - 2004/9
N2 - Poor, uninsured, and minority patients depend disproportionately on hospital outpatient departments (OPDs) and freestanding health centers for ambulatory care. These providers confront significant challenges, including limited resources, greater demand for services, and the need to improve quality and patient satisfaction. The authors use a survey of patients in OPDs and health centers in New York City to determine which aspects of the ambulatory care visit have the greatest influence on patients' overall site evaluation. The personal interaction between patients and physicians, provider continuity, and the general cleanliness/appearance of the facility stand out as high priorities. Access to services and interactions with other facility staff are of significant, although lesser, importance. These findings suggest ways to restructure the delivery of care so that it is more responsive to the concerns of low-income patients.
AB - Poor, uninsured, and minority patients depend disproportionately on hospital outpatient departments (OPDs) and freestanding health centers for ambulatory care. These providers confront significant challenges, including limited resources, greater demand for services, and the need to improve quality and patient satisfaction. The authors use a survey of patients in OPDs and health centers in New York City to determine which aspects of the ambulatory care visit have the greatest influence on patients' overall site evaluation. The personal interaction between patients and physicians, provider continuity, and the general cleanliness/appearance of the facility stand out as high priorities. Access to services and interactions with other facility staff are of significant, although lesser, importance. These findings suggest ways to restructure the delivery of care so that it is more responsive to the concerns of low-income patients.
KW - Ambulatory care
KW - Patient experiences
KW - Safety net
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U2 - 10.1177/1077558703257850
DO - 10.1177/1077558703257850
M3 - Review article
C2 - 15358971
AN - SCOPUS:4143069137
SN - 1077-5587
VL - 61
SP - 352
EP - 375
JO - Medical Care Research and Review
JF - Medical Care Research and Review
IS - 3
ER -