Data analysis
After launching the online survey we received 111 responses. We then analyzed the data and found needs of effective communication and connections.
1. Making appointments
We found that most users make appointments via phone and are generally satisfied with their had no issue scheduling for appointments
How do you make an appointment with your healthcare provider?
Was it difficult to schedule an appointment using a Clinic portal or online app?
2. Interactions with healthcare providers
A lot of users had indicated having upsetting experiences with healthcare staff during their past visit.
“The doctors kept telling me that I was too fat and needed to lose weight”
“I’ve had clinicians minimize my symptoms or concerns and belittled my experience”
“Staffs were mean, treated me very rudely, I was crying”
Most users think that medical staffs were very knowledgeable. However 49.18% of users had moderate ~ difficult time telling care providers about their medical concerns. We even found that nearly 9% of users had concerns about their safety and privacy during their health care visit.
How easy was it to talk to your care provider about your medical concerns or other important information?
During your visit, did you have any concern in regard to your privacy or safety?
3. Follow up experiences
About 95% of users uses insurance to cover medical expenses, but only 16.98% of user found it easy to communicate with insurance provider.
Do you use insurance to cover medical expenses?
How easy was it to communicate with your insurance provider?
Interview Findings
Communication
1. Not efficient/effective help in connecting patients with different services
2. Needs connection and communication between medical facilitations
3. Care provider needs to communicate justice/ethics (to patients that has several illness or people from minority groups)
4. Needs transparency in communication and information exchange between care provider/insurance provider and patients
Human Connection
1. The Needs for empathy and understanding
2. The needs to be listen and related to by care-provider
3. Need care-provider to be trained in cultural sensitivity (gender, culture)
4. The needs to feel care-provider’s concern towards patient
5. Care provider need to show efforts/understanding in alleviating patient’s pressure and weight