Do Minority Patients at CHA View Their Health Care Experience as Culturally Competent?
Vonessa Costa, Adrianne Frankel, and Rumel Mahmood
Current Press Ganey surveys ask patients about their experience of care, in such areas as getting timely appointments and feeling like their care was coordinated. The questions are part of the CAHPS surveys that were developed by AHRQ. Interestingly, a special item set has been developed by AHRQ to ask racial and ethnic minority patients and LEP patients about issues that have traditionally affected their experience of care. Do minority patients trust their providers? Do they feel they have been listened to in their clinical encounters? Have they ever felt discriminated against in the healthcare system? For LEP patients, the same questions apply, but also questions that ask about their experience with their interpreters. Do they trust their interpreters? How would they rate them on a scale of 1-10?
We will pilot the survey at a few sites at CHA to first learn if there is a relationship between these new measures and the traditional measures. We will then develop a QI project to see if there are ways to improve our cultural competence, as seen through the patient’s eyes.