Patient Experiences and Perceptions of Care Coordination in Primary Care.

ABSTRACT

BACKGROUND: Understanding patient perceptions of care coordination in primary care can help improve responsiveness to patients' needs, outcomes, and quality of care. PURPOSE: The purpose of this study was to explore patient experiences and perceptions of care coordination in primary care. METHOD: Interviews with 13 patients from 10 clinics were conducted and analyzed using directed content analysis. RESULTS: Three primary themes arose care coordinators provide a gateway to accessing needed care; patients needed and valued the support and trusted advice of their care coordinators; and patients valued care coordinators' help with navigating, engaging, and educating them about their care. CONCLUSIONS: Understanding what patients value in care delivery can help frame a vision for a more responsive approach in delivering primary care, as well as create a pathway to quality improvement, moving toward a truly patient-centered focus in primary care.