Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff: An exploratory study to inform community-based translational research in North Carolina

William A. Calo, Laura Cubillos, James Breen, Megan Hall, Krycya Flores Rojas, Rachel Mooneyham, Jennifer Schaal, Christina Yongue Hardy, Gaurav Dave, Mónica Pérez Jolles, Nacire Garcia, Daniel S. Reuland

Research output: Contribution to journalArticle

10 Citations (Scopus)

Abstract

Background: Health services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff. Methods: We conducted 20 in-depth interviews with Latinos with LEP (≥18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing. Results: Qualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services. Conclusion: Latino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.

Original languageEnglish (US)
Article number570
JournalBMC health services research
Volume15
Issue number1
DOIs
StatePublished - Dec 23 2015

Fingerprint

Translational Medical Research
Hispanic Americans
Health Services
Delivery of Health Care
Cultural Competency
Manuscripts
Health Services Research
Linguistics
Language
Communication
Organizations
Interviews

All Science Journal Classification (ASJC) codes

  • Health Policy

Cite this

Calo, William A. ; Cubillos, Laura ; Breen, James ; Hall, Megan ; Rojas, Krycya Flores ; Mooneyham, Rachel ; Schaal, Jennifer ; Hardy, Christina Yongue ; Dave, Gaurav ; Jolles, Mónica Pérez ; Garcia, Nacire ; Reuland, Daniel S. / Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff : An exploratory study to inform community-based translational research in North Carolina. In: BMC health services research. 2015 ; Vol. 15, No. 1.
@article{81c533a5671248a89afa4b78cee2bca0,
title = "Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff: An exploratory study to inform community-based translational research in North Carolina",
abstract = "Background: Health services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff. Methods: We conducted 20 in-depth interviews with Latinos with LEP (≥18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing. Results: Qualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services. Conclusion: Latino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.",
author = "Calo, {William A.} and Laura Cubillos and James Breen and Megan Hall and Rojas, {Krycya Flores} and Rachel Mooneyham and Jennifer Schaal and Hardy, {Christina Yongue} and Gaurav Dave and Jolles, {M{\'o}nica P{\'e}rez} and Nacire Garcia and Reuland, {Daniel S.}",
year = "2015",
month = "12",
day = "23",
doi = "10.1186/s12913-015-1235-z",
language = "English (US)",
volume = "15",
journal = "BMC Health Services Research",
issn = "1472-6963",
publisher = "BioMed Central",
number = "1",

}

Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff : An exploratory study to inform community-based translational research in North Carolina. / Calo, William A.; Cubillos, Laura; Breen, James; Hall, Megan; Rojas, Krycya Flores; Mooneyham, Rachel; Schaal, Jennifer; Hardy, Christina Yongue; Dave, Gaurav; Jolles, Mónica Pérez; Garcia, Nacire; Reuland, Daniel S.

In: BMC health services research, Vol. 15, No. 1, 570, 23.12.2015.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Experiences of Latinos with limited English proficiency with patient registration systems and their interactions with clinic front office staff

T2 - An exploratory study to inform community-based translational research in North Carolina

AU - Calo, William A.

AU - Cubillos, Laura

AU - Breen, James

AU - Hall, Megan

AU - Rojas, Krycya Flores

AU - Mooneyham, Rachel

AU - Schaal, Jennifer

AU - Hardy, Christina Yongue

AU - Dave, Gaurav

AU - Jolles, Mónica Pérez

AU - Garcia, Nacire

AU - Reuland, Daniel S.

PY - 2015/12/23

Y1 - 2015/12/23

N2 - Background: Health services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff. Methods: We conducted 20 in-depth interviews with Latinos with LEP (≥18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing. Results: Qualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services. Conclusion: Latino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.

AB - Background: Health services research of Latinos with limited English proficiency (LEP) have largely focused on studying disparities related to patient-provider communication. Less is known about their non-provider interactions such as those with patient registration systems and clinic front office staff; these interactions precede the encounter with providers and may shape how comfortable patients feel about their overall health services experience. This study explored Latino patients with LEP experiences with, and expectations for, interactions with patient registration systems and front office staff. Methods: We conducted 20 in-depth interviews with Latinos with LEP (≥18 years of age) who seek health services in the Piedmont Triad region, North Carolina. We analyzed participants' quotes and identified themes by using a constant comparison method. This research was conducted by a community-academic partnership; partners were engaged in study design, instrument development, recruitment, data analysis, and manuscript writing. Results: Qualitative analysis allowed us to identify the following recurring themes: 1) inconsistent registration of multiple surnames may contribute to patient misidentification errors and delays in receiving health care; 2) lack of Spanish language services in front office medical settings negatively affect care coordination and satisfaction with health care; and 3) perceived discrimination generates patients' mistrust in front office staff and discomfort with services. Conclusion: Latino patients in North Carolina experience health services barriers unique to their LEP background. Participants identified ways in which the lack of cultural and linguistic competence of front office staff negatively affect their experiences seeking health services. Healthcare organizations need to support their staff to encourage patient-centered principles.

UR - http://www.scopus.com/inward/record.url?scp=84951016514&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84951016514&partnerID=8YFLogxK

U2 - 10.1186/s12913-015-1235-z

DO - 10.1186/s12913-015-1235-z

M3 - Article

C2 - 26700176

AN - SCOPUS:84951016514

VL - 15

JO - BMC Health Services Research

JF - BMC Health Services Research

SN - 1472-6963

IS - 1

M1 - 570

ER -