Patient Experience of Care in the Safety Net

Current Efforts and Challenges

Published in: The Journal of Ambulatory Care Management, v. 35, no. 2, Apr.-June 2012, p. 138-148

by Katharine E. Zuckerman, Alicia Wong, Stephanie S. Teleki, Susan Edgman-Levitan

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Measuring patient experience of care fosters the delivery of patient-centered services and increases health care quality. Most pay-for-performance and public reporting programs focus on care provided to insured populations, excluding the uninsured. Using qualitative research methods, we interviewed leaders of California safety-net practices to assess how they measure patient experience of care and the measurement barriers they encounter. Most had unmet needs for assistance with data collection and quality improvement strategies for their patient population. Tailored measurement and quality improvement resources, coupled with policy mandates to give all patients a voice, would improve the quality of patient-centered care in safety-net organizations.

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