Client Experience of Care
According to the Institute of Medicine, patient-centered care is respectful of and responsive to the needs and preferences of individual clients. To provide high-quality, patient-centered care, health care providers can gather information on clients’ experience of care to learn about their perceptions of and satisfaction with the care they receive. This feedback is essential as SBHC programs strive to continuously adapt and improve the services they provide to respond to clients’ needs.
In partnership with SBHC stakeholders in Colorado and New York, the School-Based Health Alliance developed a brief, anonymous survey that SBHCs can use to understand their clients’ experiences of care. This survey captures clients’ perceptions of confidentiality, satisfaction, accessibility, and patient-provider communication. Our survey is purposefully brief to minimize burden on SBHC staff and clients. As appropriate, SBHCs can add questions to the survey to meet their own particular needs. The Alliance developed a comprehensive guide to help SBHCs administer the survey.