PURPOSE: To review the findings from the Hmong Quality of Care Project related to interpersonal and technical processes of care and patient satisfaction including use of qualitative information to augment quantitative survey. METHODS: Qualitative approaches, using in-depth interviews with Hmong leaders and focus groups with Hmong hypertensive patients, were used to develop a quantitative quality of care survey instrument. Using this culturally tailored, 94-item survey tool, we interviewed 200 Hmong hypertensive patients to assess their health services needs. Patients were recruited from clinics, health department and through outreach activities. Findings: Among those surveyed, almost all were insured under MediCal or Medicaid, spoke little or no English and frequently rated their health as poor. Although almost all were on hypertensive medications, more than half were told that their blood pressure levels were high during recent office visit, were often not explained how to take their medications nor discussed use of Hmong traditional treatments. Patients reported that their providers often did not explain reasons for and results of blood tests. Most respondents reported having difficulty finding information about hypertension. Overall, Hmong reported being satisfied with their care and more often gave a high score when rating their satisfaction with providers. In conclusion, Hmong patients receive less than optimal care for their hypertension management. However, they reported satisfaction with their providers and hypertension care. Results from the qualitative interviews suggest low expectations of health care providers, little knowledge about patient rights, providers' roles and health plan responsibilities that underlie these observed incongruencies.
Learning Objectives: Participants in this presentation will learn about Hmong health services needs and on ways to obtain reliable information to evaluate health care delivery for Hmong and other ethnic minorities.
Keywords: Patient Satisfaction, Access to Care
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.