Many California medical groups, IPAs, and safety-net organizations have been working on ways to improve the patient experience. The strategies and insights of a number of these ambulatory care organizations are described in this paper.
Patient Experience in California Ambulatory Care (593 K)
The patient experience is the sum of a patient's interactions when accessing the health care system; it is also the patient's perceptions of those interactions. The patient experience reflects the dimensions of care that are most important to patients, including personal interactions and communications, access to care, and care coordination.
This paper describes the present landscape of ambulatory patient experience in California. It is based on a literature review and a series of in-depth interviews with high-performance medical groups and independent practice associations (IPAs), as well as ambulatory care organizations serving large safety-net populations.
The paper provides background on the definition, importance, and measurement of the patient experience, and synthesizes common strategies and areas of focus among the interviewees. It also describes the unique approaches and challenges of safety-net organizations in improving the patient experience. Among the topics discussed in detail:
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Improving the Ambulatory Patient Experience