Patient Experiences and Perceptions of Care Coordination in Primary Care.

Abstract

Understanding patient perceptions of care coordination in primary care can help improve responsiveness to patients' needs, outcomes, and quality of care. The purpose of this study was to explore patient experiences and perceptions of care coordination in primary care. Interviews with 13 patients from 10 clinics were conducted and analyzed using directed content analysis. 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. 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.