Exploring Different Methods to Obtain Patient Experience Feedback in a Community Health Center for Quality Improvement and Quality Assurance Purposes
Abstract
This paper will provide the policy context for the important role of capturing patient experience at federally qualified health centers (FQHCs), especially with the implementation of the patient-centered medical home model. We discuss various quantitative and qualitative methods that were utilized to capture patient experience at the Charles B. Wang Community Health Center in New York City. Specifically, we describe our experience in adapting, pilot testing, and refining the Consumer Assessment of Healthcare Providers and Systems survey to address the unique cultural and linguistic needs of our health center’s patient population. We also explore the benefits and limitations of these methods, and discuss factors that FQHCs should consider when capturing patient feedback.