Exploring user experiences in a novel primary care center: a qualitative grounded theory study

Area of Science:

• Healthcare Delivery
• Primary Care Innovation
• Patient Experience Research

Background:

• General practitioner shortages impact equitable primary care access.
• An alternative primary care center (PCC) model was established in northern Italy for patients without a GP.
• This study explored user experiences within this novel PCC model.

Purpose of the Study:

• To investigate patient and caregiver experiences with an alternative primary care center (PCC).
• To identify factors influencing satisfaction and trust in a novel primary care model.
• To understand the user journey within a PCC setting.

Main Methods:

• Qualitative study utilizing a grounded theory approach.
• Interviews conducted with 33 participants (25 patients, 8 informal caregivers).

Main Results:

• Patient experience is a dynamic journey with distinct phases: "Living the care pathway," "Evaluating the care pathway," and "Drawing conclusions."
• Effective communication, proactive follow-up, and home visits by healthcare professionals improve patient satisfaction and trust.
• Nurses play a key role in care continuity and holistic support; multidisciplinary collaboration enhances personalized care.
• While appreciated for structure, some patients still prefer a dedicated GP for continuity. Digital health tools show promise but need careful integration.

Conclusions:

• Effective communication, proactive follow-up, and multidisciplinary care are crucial for positive user experiences in alternative primary care models.
• Ensuring continuity of care is vital for patient satisfaction when using primary care centers for patients unattached to a GP.
• The study highlights the need for structured handovers and clear service explanations in new primary care models.