Improving Client Experience and Charitable Food Reach and Access at Food Pantries: A Qualitative Study

Food pantries are promising community partners in health promotion. This study explored client perspectives in food pantries to inform new approaches to improve client experience, reach, and access. We interviewed 52 adult clients who visited participating food pantries two or more times over 12 months in Cook County, Illinois in English, Spanish, or Cantonese. We analyzed transcripts using the Health Equity Implementation Framework. Participants were 69% female, 48% Black, 29% Asian, and 15% Hispanic/Latino. Participants identified availability of healthy and high-quality foods, client choice models, client-personnel interactions, multilingual services, and wait times as influential to pantry reach and access. Participants felt that client feedback opportunities and client-led community outreach could successfully engage community members who avoided food pantries due to stigma. Creating opportunities for client-centered feedback may improve client experience, reach, and access of food pantries, reduce stigma, and optimize a novel setting for community-based health promotion in diverse populations.