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Updated: Jun 24, 2026
14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Navigating the health care system: a view from the urban medically underserved
Elizabeth Bade1, Jennifer Evertsen, Sabrina Smiley
1Aurora Family Care Center, 1020 N 12th St, Suite 202, Milwaukee, WI 53233, USA. liz.bade@aurora.org
Summary
Minority and underserved patients face healthcare dissatisfaction due to insurance issues, socioeconomic barriers, and low health literacy. Improving health education and simplifying insurance can enhance patient satisfaction and outcomes.
Area of Science:
- Health Services Research
- Health Disparities
- Patient Satisfaction
Background:
- Minority and underserved populations often experience dissatisfaction with healthcare systems.
- Identifying specific barriers is crucial for improving healthcare access and quality.
Purpose of the Study:
- To identify factors contributing to healthcare system dissatisfaction among minority and underserved patients.
- To uncover specific barriers to healthcare faced by these populations.
Main Methods:
- Qualitative analysis of six focus groups (n=25) with diverse participants, including poor African-American adults and mentally ill patients.
- Thematic analysis was employed to identify recurring themes from participant discussions.
Main Results:
- Key themes included difficulties with health insurance (coverage, access, stability, choice).
- Socioeconomic factors were identified as greater barriers than racial ones.
- Lack of health literacy and understanding of the healthcare system were significant issues.
- Limited personal accountability for health and healthcare was also noted.
Conclusions:
- Access to a primary care home correlated with higher patient satisfaction.
- Enhancing health literacy education and simplifying insurance processes could improve satisfaction and outcomes.
- Focusing on preventive care and patient accountability may also positively impact satisfaction and health outcomes.
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