SHM Converge Scientific Abstract ePoster Gallery-From Academic to Community: A Qualitative Analysis of Patient Experience at an Academically Affiliated Community Hospital

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This qualitative study examined patient experience at a newly affiliated community hospital connected to an academic medical center (AMC). Researchers conducted 20 semi-structured interviews with hospitalized patients, including some who had been transferred from the AMC’s emergency department and several with limited English proficiency. Interviews were analyzed thematically to identify major areas of satisfaction, dissatisfaction, and comparisons with the academic center.<br /><br />Overall, patients were satisfied with the quality of care at the community hospital. Four main positive themes emerged: staff professionalism and trust in the care team, smooth and efficient interfacility transfers, perceptions that care quality was comparable to the AMC, and confidence in coordinated teamwork. Many patients felt the community site offered a similar experience to the academic hospital and appreciated the sincerity and professionalism of staff.<br /><br />At the same time, some patients continued to distinguish between general quality of care and access to highly specialized expertise. For complex or subspecialized problems, several preferred the AMC because they believed the academic center was better equipped for advanced care. This suggests that while community hospitals can successfully provide high-quality care, patients still associate the academic center with the most complex treatment.<br /><br />The study also identified opportunities for improvement at the community site. The most notable concerns were delayed responses to patient needs, such as call bells, and aspects of the physical environment. Patients with limited English proficiency reported inconsistent use of interpreters, highlighting a need for more reliable language access.<br /><br />The findings suggest that academically affiliated community hospitals can expand system capacity while maintaining patient satisfaction. Clear communication about shared standards, coordinated care, and interpreter availability may further strengthen patient confidence in these settings.

Asset Subtitle

Gillian Foley

Meta Tag

Author List Gillian Foley, James D. Harrison, Kirsten N. Kangelaris, Margaret C. Fang, Neal A. Tambe, Rashmi Manjunath, Shubhra Gupta

Category Research

Concept Patient Experience

Concept Patient Satisfaction

Concept Dissatisfaction

Concept Staff Professionalism

Concept Trust

Distinguished Non-Finalist

Presenter Organization University of California, San Francisco

Presenting Author Gillian Foley

Track Quality Improvement

Keywords

patient experience

community hospital

academic medical center

qualitative study

semi-structured interviews

patient satisfaction

interfacility transfers

staff professionalism

limited English proficiency

interpreter services

Patient Experience

Patient Satisfaction

Dissatisfaction

Staff Professionalism

Trust