Table 2:
Patient-reported experiences (first-contact accessibility, interpersonal communication and continuity of care) and impacts of care (overall quality of care, patient empowerment) by patient–clinician concordance group
| Characteristic | No. (%) | |||
|---|---|---|---|---|
| Total n = 3156 |
Ethnocultural concordance* n = 1915 |
Language concordance† n = 2912 |
Ethnocultural and language concordance‡ n = 1824 |
|
| Patient-reported experiences of care | ||||
| First-contact accessibility | ||||
| Routine care§ | ||||
| Same day | 431 (14.8) | 258 (14.4) | 386 (14.3) | 237 (13.8) |
| Next working day | 308 (10.5) | 207 (11.5) | 280 (10.4) | 194 (11.3) |
| Between 2 and 3 working days | 561 (19.2) | 308 (17.2) | 509 (18.8) | 293 (17.1) |
| 4 or more working days | 1603 (55.5) | 1022 (56.9) | 1528 (56.6) | 990 (57.8) |
| Urgent care¶ | ||||
| Same day | 1243 (47.1) | 767 (47.3) | 1136 (46.6) | 724 (47.0) |
| Next working day | 451 (17.1) | 279 (17.2) | 406 (16.7) | 262 (17.0) |
| Between 2 and 3 working days | 399 (15.1) | 225 (13.9) | 376 (15.4) | 213 (13.8) |
| 4 or more working days | 545 (20.6) | 349 (21.5) | 520 (21.4) | 343 (22.2) |
| Interpersonal communication | ||||
| Physician speaking too fast† | ||||
| Never, rarely | 2795 (89.4) | 1738 (91.3) | 2607 (90.3) | 1670 (92.0) |
| Sometimes | 230 (7.4) | 116 (6.1) | 195 (6.8) | 103 (5.7) |
| Usually, always | 102 (3.3) | 50 (2.6) | 86 (3.0) | 42 (2.3) |
| Physician using words hard to understand† | ||||
| Never, rarely | 2826 (90.3) | 1770 (92.8) | 2637 (91.2) | 1695 (93.2) |
| Sometimes | 267 (8.5) | 123 (6.4) | 221 (7.6) | 111 (61.) |
| Usually, always | 37 (1.2) | 14 (0.7) | 32 (1.1) | 12 (0.7) |
| Continuity of care | ||||
| Relational continuity | ||||
| Concentrated care with regular provider** | ||||
| Always, usually | 2833 (91.4) | 1776 (93.9) | 2631 (92.0) | 1700 (94.3) |
| Sometimes | 132 (4.3) | 60 (3.2) | 110 (3.8) | 54 (3.0) |
| Rarely, never | 133 (4.3) | 55 (2.9) | 118 (4.1) | 49 (2.7) |
| Accumulated knowledge†† | ||||
| Excellent, very good | 2073 (67.1) | 1353 (71.5) | 1962 (68.6) | 1308 (72.4) |
| Good | 595 (19.3) | 342 (18.1) | 522 (18.3) | 320 (17.7) |
| Fair, poor | 422 (13.7) | 196 (10.4) | 375 (13.1) | 179 (9.9) |
| Informational continuity | ||||
| Information transfer‡‡ | ||||
| Always, usually | 1534 (73.5) | 967 (75.1) | 1454 (74.6) | 933 (75.7) |
| Sometimes | 199 (9.5) | 112 (8.7) | 180 (9.2) | 107 (8.7) |
| Rarely, never | 353 (16.9) | 208 (16.2) | 316 (16.2) | 193 (15.7) |
| Management continuity | ||||
| No duplication of tests** | ||||
| 0 duplication | 2903 (93.7) | 1784 (94.3) | 2672 (93.6) | 1700 (94.4) |
| 1 or 2 duplications | 153 (4.9) | 85 (4.5) | 144 (5.0) | 79 (4.4) |
| 3 or more duplications | 42 (1.4) | 22 (1.2) | 40 (1.4) | 21 (1.2) |
| Primary care follow-up§§ | ||||
| Yes | 1362 (60.9) | 833 (62.1) | 1289 (61.4) | 799 (62.3) |
| No | 875 (39.1) | 509 (37.9) | 810 (38.6) | 484 (37.7) |
| Patient-reported impacts of care | ||||
| Quality of care¶¶ | ||||
| Excellent, very good | 2135 (71.0) | 1361 (73.5) | 2064 (73.6) | 1323 (75.0) |
| Good | 559 (18.6) | 326 (17.6) | 472 (17.0) | 299 (16.9) |
| Fair, poor | 315 (10.5) | 164 (8.9) | 261 (9.4) | 143 (8.1) |
| Patient empowerment† | ||||
| Always, usually | 1735 (55.5) | 1100 (57.7) | 1640 (56.8) | 1060 (58.4) |
| Sometimes | 622 (19.9) | 356 (18.7) | 570 (19.8) | 339 (18.7) |
| Rarely, never | 768 (24.6) | 449 (23.6) | 676 (23.4) | 416 (22.9) |
*
4.3% missing.
†
< 1% missing.
‡
4.6% missing.
§
7.4% missing.
¶
16.4% missing.
**
1.8% missing.
††
2.1% missing.
‡‡
2.3% missing and 31.6% did not see a specialist.
§§
29.1% did not see a specialist.
¶¶
4.7% missing.