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. 2020 Mar 6;20(1):175.
doi: 10.1186/s12913-020-5009-x.

Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction

Russell K Schutt  1 , Mary Lou Woodford  2
Affiliations

Increasing health service access by expanding disease coverage and adding patient navigation: challenges for patient satisfaction

Russell K Schutt et al. BMC Health Serv Res. .

Abstract

Background: Cancer control programs have added patient navigation to improve effectiveness in underserved populations, but research has yielded mixed results about their impact on patient satisfaction. This study focuses on three related research questions in a U.S. state cancer screening program before and after a redesign that added patient navigators and services for chronic illness: Did patient diversity increase; Did satisfaction levels improve; Did socioeconomic characteristics or perceived barriers explain improved satisfaction.

Methods: Representative statewide patient samples were surveyed by phone both before and after the program design. Measures included satisfaction with overall health care and specific services, as well as experience of eleven barriers to accessing health care and self-reported health and sociodemographic characteristics. Multiple regression analysis is used to identify independent effects.

Results: After the program redesign, the percentage of Hispanic and African American patients increased by more than 200% and satisfaction with overall health care quality rose significantly, but satisfaction with the program and with primary program staff declined. Sociodemographic characteristics explained the apparent program effects on overall satisfaction, but perceived barriers did not. Further analysis indicates that patients being seen for cancer risk were more satisfied if they had a patient navigator.

Conclusions: Health care access can be improved and patient diversity increased in public health programs by adding patient navigators and delivering more holistic care. Effects on patient satisfaction vary with patient health needs, with those being seen for chronic illness likely to be less satisfied with their health care than those being seen for cancer risk. It is important to use appropriate comparison groups when evaluating the effect of program changes on patient satisfaction and to consider establishing appropriate satisfaction benchmarks for patients being seen for chronic illness.

Keywords: Cancer screening satisfaction; Case management, Patient navigation; Health disparities; Women’s health.

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Conflict of interest statement

The authors declare that they have no competing interests. Both surveys were funded by the Massachusetts Department of Public Health (DPH) and DPH staff for the programs surveyed provided feedback on the questions proposed for the survey and contact information for the participants in the programs. DPH had no other role in the design of the study or the collection, analysis, or interpretation of the data. Although the initial director of both programs co-authored this manuscript, she had retired from DPH 10 years before this manuscript was prepared.

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