206343 An assessment of patient satisfaction at a local community health center

Monday, November 9, 2009

Kristi Lewis, PhD, MPH, CPH , Department of Health Sciences/CISAT, James Madison University, Harrisonburg, VA
Patty J. Hale, RN, FNP, PhD , Department of Nursing, James Madison University; College of Integrated Sciences and Technology, Harrisonburg, VA
While patient satisfaction has been explored in many different health care settings, there is a lack of data on patient satisfaction within a community health center setting. In January 2008, a new community health center, the Harrisonburg Community Health Center (HCHC), opened in the City of Harrisonburg, Virginia. In Fall 2008, the HCHC received a $1.5 million dollar grant to provide needed health care to the community. While the HCHC provides health care to all in the community, the center was started to meet the growing needs of the working poor and immigrant populations. The goal of this research study is to provide data on patient satisfaction for the community health center board so that appropriate services can be planned and provided to those who seek health care from the center. After an extensive review of patient satisfaction surveys and related literature, the Health Center Patient Satisfaction Survey from the Health Resources and Services Administration (HRSA), U.S. Department of Health and Human Services, was chosen for this study. A Spanish version of the survey was also available and utilized. The City of Harrisonburg and surrounding rural communities have a growing population of Hispanics, many of whom seek health care services from the HCHC. A quantitative study using cross-sectional design methodology was implemented to assess patient satisfaction. Based on these data, services will be modified to meet the growing needs of the community. Implications of this study include improved health care services for a growing population.

Learning Objectives:
To describe patient satisfaction in a community health center setting. To differentiate patient satisfaction in a community health center from other health care settings (i.e. acute care, private practice, etc.). To explain the process and methodology utilized to obtain information on patient satisfaction from clients at a community health center.

Keywords: Patient Satisfaction, Community Health Centers

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: Research background
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.