Table 3.
Comparisons of Patient's Expressed Needs and Domains Covered by the Picker and CAHPS Instruments
| Quality Domains | Needs Expressed by LEP Asian-American Patients | Picker Questions | CAHPS Questions |
|---|---|---|---|
| Respect for patient's health beliefs and practices | • Providers know about and respect non-Western health beliefs and practices | No | No |
| • Providers discuss patient's health beliefs and practices in nonjudgmental manner | No | No | |
| Quality of interpreter services | • Access to professional, culturally appropriate interpreters | No | No |
| • Adequate time spent with interpreter | No | No | |
| • Gender-concordant interpreters for sensitive issues | No | No | |
| • Complete and accurate translations | No | No | |
| • Being treated with respect by interpreters | No | No | |
| • Interpreter access for nonscheduled visits and for after-hour phone calls | No | No | |
| Availability of social support services | • Staff help patient understand and navigate the medical system (i.e., knowledgeable about benefits, claims, etc.) | No | Yes |
| • Staff provide assistance in other areas (housing, welfare, immigration, etc.) | No | No | |
| • Providers help patient obtain health-related assistance and support services | No | Yes | |
| Access | • Appointments as soon as you wanted | Yes | Yes |
| • Short waiting time during office visit | Yes | Yes | |
| • Providers spend enough time with you | Yes | Yes | |
| • Urgent care without needing scheduled appointments | No | No | |
| • Medical care that is within walking distance or accessible to public transportation | No | No | |
| Information and education | • Written medication labels in patient's native language | No | No |
| • Effective communication of health-related information | Yes | Yes | |
| • Education regarding life-style behaviors and preventive care | No | No | |
| • Prompt communication about test results | Yes | No | |
| Respect for patient preferences and showing emotional support | • Providers and staff show respect and dignity | Yes | Yes |
| • Providers listen to what patient had to say | Yes | Yes | |
| • Providers and staff display empathy and support in nonverbal ways | No | No | |
| • Providers ask about how your family or living situation may affect your health | Yes | No | |
| Continuity and transition | • Staff arrange follow-up appointments, tests, and referrals for the patient | Yes | Yes |
| • Interpreter services available at the time of referrals | No | No | |
| • Assistance with transportation | No | No | |
| • Providers coordinate care for evaluation and treatment | Yes | Yes | |
| • Providers communicate with others who may be involved in the patient's care | Yes | Yes |