Satisfaction with Healthcare Services Among Free Clinic Patients

Abstract

Free clinics provide free or reduced fee health services to the un- or under-insured. Patient engagement is important to understand patients' needs and to improve healthcare systems. There are few studies that examined patient engagement and satisfaction among the underserved and how patients perceive the quality of healthcare services in a free clinic setting. This study examined free clinic patients' satisfaction in order to better understand how free clinic patients perceive quality of healthcare services. English or Spanish speaking patients (N = 351), aged 18 years or older completed a self-administered survey using standardized measures of patient satisfaction and health status. Additional questions of patient satisfaction and experience with healthcare which fit a free clinic setting were developed. While the satisfaction with interpreter services was overall high, there were potential issues of a family member as an interpreter and unmet needs for interpreter services. Participants reported different levels of patient satisfaction by three language categories: native English speakers, non-native English speakers, and Spanish speakers. Health status is an important indicator to determine patient satisfaction. To improve patient satisfaction and engagement among free clinic patients, factors such as: quality of a family interpreter, unmet needs for interpreter services, social support, and health education programs may need to be considered. The differences in these three language groups indicate that not all free clinic patients may be combined together into a general category of free clinic patients. It may be necessary to provide customized treatment for each of these groups.

Meanings attributed by family members in pediatrics regarding their interactions with nursing professionals

“…In addition, there seems to be a direct relationship between mothers' satisfaction with the care received when these are compatible with the child's needs. A study has shown that mothers have greater satisfaction with the received care when they recognize that professionals are attentive to the work they do (14) . By interacting with professionals, family caregivers may feel satisfied with the care when they recognize that they (the professionals) have the knowledge about the work they do, meeting the needs of the children, promoting their welfare and recovery (15) .…”

Perspectives of Health Care Services among Free Clinic Patients in the USA: A Qualitative Study

“…Uninsured populations may therefore have little familiarity with continuity of care in terms of coordination and communication, a characteristic that previous research has identified as a significant indicator of patient satisfaction [8]. Previous studies have correlated patient satisfaction with free clinic resources such as interpreter services and health education services [9][10][11]. In general, patients are satisfied with services provided by free healthcare clinics, and participation in health education classes are found to be beneficial and contribute to patient satisfaction [9,10].…”

“…Previous studies have correlated patient satisfaction with free clinic resources such as interpreter services and health education services [9][10][11]. In general, patients are satisfied with services provided by free healthcare clinics, and participation in health education classes are found to be beneficial and contribute to patient satisfaction [9,10]. Existing research concludes that patients served by a free healthcare clinic are generally satisfied, but would experience higher satisfaction with the opportunity for increased awareness of programs and services that free clinics offer [12].…”

Uninsured free clinic patients’ experiences and perceptions of healthcare services, community resources, and the Patient Protection and Affordable Care Act

“…Free clinic patients are highly satisfied overall with the healthcare services that they are able to access at a free clinic. [10][11][12] However, previous studies that used quantitative design failed to explain the depth of health-related challenges for this population. Nearly 80% of free clinics provide on-site health education, 5 although there is the possibility of missed opportunities for patient education in a free clinic setting.…”

“…Language barriers in healthcare should also be investigated, given the gap between the number of patients who are not fluent in English and the number of those who actually used interpreter services. 11 Furthermore, both community resources and environment are essential to the health of free clinic patients and the underserved. Neighborhood environment is one of the primary predictors of health-related quality of life among free clinic patients.…”