Date of Award

2018

Embargo Period

8-1-2024

Document Type

Dissertation

Degree Name

Doctor of Health Administration

College

College of Health Professions

First Advisor

Jillian B. Harvey

Second Advisor

Joseph F. Crosby, Jr.

Third Advisor

James E. Harris, Jr.

Fourth Advisor

James S Zoller

Abstract

With the advent of consumerism in one of the most complex and fragmented industries in the United States, the healthcare space now has a collective interest to further understand its consumers and help to shape their experiences. In this qualitative research study, we explore the key patient experience impressions responsible for driving quality. Differences between primary care patient perspectives and specialty care patient perspectives were analyzed using a mixed methods design in high, median and low quality performing practices. We found that primary care patients highly value (a) provider listening, (b) time spent with provider, and (c) consistent and effective coordination of care (i.e. provider handoffs, referrals, prescription refills, etc.). Specialty care patients were found to highly value (a) provider clinical skill acumen and outcomes, (b) being kept informed with timely updates and care instructions, and (c) a stress and pain-free experience. Both patient types also highly value a patient- and family- centered care team approach. We did find a direct association between patient experience quantitative scores and patient comments ratings. We conclude that differing patient types attach greater value to different elements of their health care experiences.

Rights

All rights reserved. Copyright is held by the author.

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