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High-Risk Patient Experiences Associated With an Intensive Primary Care Management Program in the Veterans Health

Linnaea Schuttner1, Rong Guo, Edwin Wong

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Summary

Intensive management programs enhance patient satisfaction. Prior enrollees reported higher satisfaction with their usual care providers compared to non-enrollees in the same healthcare settings.

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Area of Science:

  • Health Services Research
  • Patient Experience
  • Healthcare Management

Background:

  • Intensive management programs aim to improve healthcare for high-risk and complex patients.
  • Evaluating patient experience is crucial for assessing healthcare quality.

Purpose of the Study:

  • To assess and compare patient experience among enrollees and non-enrollees of an intensive management program.
  • To determine the impact of intensive management on patient satisfaction with care.

Main Methods:

  • A patient survey using the Consumer Assessment of Healthcare Providers and Systems (CAHPS) was administered in 2019.
  • Compared patient experience across three groups: prior enrollees, non-enrollees at program sites, and patients at non-program sites.
  • Multivariate models were used to analyze patient ratings of care and satisfaction.

Main Results:

  • Prior enrollees (n=59) showed significantly higher satisfaction with their usual outpatient care provider compared to non-enrollees (n=356) at program sites (aOR 2.36, 95% CI 1.15-4.85).
  • Patient-centered care ratings and overall healthcare experience were assessed across all groups.

Conclusions:

  • Intensive management programs appear to positively influence patient satisfaction with their regular healthcare providers.
  • These findings suggest that intensive management can be an effective strategy for improving patient experiences in healthcare settings.