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    Similar values, different expectations: How do patients and providers view 'health' and perceive the healthcare experience?

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    Author
    Natafgi, Nabil
    Ladeji, Olayinka
    Blackwell, Shanikque
    Hong, Yoon Duk
    Graham, Gail
    Cort, Marcia
    Mullins, C Daniel
    Date
    2022-04-12
    Journal
    Health Expectations
    Publisher
    Wiley-Blackwell
    Type
    Article
    
    Metadata
    Show full item record
    See at
    https://doi.org/10.1111/hex.13493
    Abstract
    Introduction: No one can argue on the importance of health in one's life. However, the value of health in the context of other priorities for individuals is not always as clear. Further, patients' experience with the healthcare system is rarely contrasted with the service providers' expectations. The aim of this paper is to examine and compare patients' and providers' own definitions of health and their perceptions of the healthcare delivery experience from the lens of residents and providers in West Baltimore, Maryland. Methods: This was a qualitative study with semi-structured focus groups (15 sessions) and individual in-depth interviews (21 interviews) with 94 participants. Two independent coders thematically analysed the transcripts. Results: Patients identified five areas where health systems can help them stay healthy or become healthier: affordability and costs of care; accessibility; clinician/patient communication; addressing social determinants; and stigma and trust. Providers acknowledged that the healthcare experience is not always perfect. While the medical team focuses on conversations that enhance medical care, patients are expecting providers to touch on subjects beyond medical care. Conclusions: Patients and providers need to consider that although they have a common value towards health, there is still a gap in what users expect and what providers can offer. To further align those expectations, there is a need for increasing involvement of patient in care administration and improving dialogue between the parties about these differences. Patient or public contribution: A Stakeholder Advisory Board (SAB)-comprised of a patient, two community leaders, a physician and two healthcare administrators-was instrumental in codeveloping the study material (e.g., interview guides), engaging patients in the research process, identifying participants and codeveloping dissemination material. Two SAB members-Gail Graham, a patient consultant/professor, and Marcia Cort, a physician-are coauthors.
    Rights/Terms
    © 2022 The Authors. Health Expectations published by John Wiley & Sons Ltd.
    Keyword
    health values
    patient engagement
    patient experiences
    patient-provider expectations
    urban communities
    Identifier to cite or link to this item
    http://hdl.handle.net/10713/18564
    ae974a485f413a2113503eed53cd6c53
    10.1111/hex.13493
    Scopus Count
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