Abstract
BackgroundNative American communities in Montana reservations have reported low-level satisfaction in health services. This research explored if the services provided at a Blackfeet Indian Reservation outpatient clinic were designed to meet patient expectations.MethodsStaff and patient interviews and surveys allowed service expectations to be assessed according to the clinic’s ability to meet those expectations. A total of 48 patients and ten staff members (83% of the staff at this clinic) participated in the study voluntarily.ResultsWe found a disconnect between what patients anticipate for care and what staff think they are anticipating. We also found a discontent between what staff believes patients need versus what the patients feel is needed.ConclusionsThese gaps combine to increase the breach between patient expectations and perceptions of their healthcare services. With better insight that captures what patients are looking for from a service, the potential to meet those needs increases, and patients feel that their voice is respected and valued.
Highlights
Native American communities in Montana reservations have reported low-level satisfaction in health services
Native American communities found in Montana reservations with the federally funded Indian Health Service (IHS) fall within the category of rural healthcare systems [4]
We found that the HCAHPS constructs created by Weidmer-Ocampo et al [32] aligned with the open question concerning patient expectations
Summary
Native American communities in Montana reservations have reported low-level satisfaction in health services. This research explored if the services provided at a Blackfeet Indian Reservation outpatient clinic were designed to meet patient expectations. What can be even more challenging is when much of the population suffers from economic poverty [3]. This reduces an individual’s ability to receive the valued healthcare that they need promptly. Native American communities found in Montana reservations with the federally funded Indian Health Service (IHS) fall within the category of rural healthcare systems [4].
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