Partners in Care: Consumer Experiences With Professional Services

Abstract

Consumer experience is a key driver of successful health and education outcomes. Yet, the key factors influencing consumer experiences with care are not fully understood. The aim of this study was to understand, from the perspective of people receiving health care or education services, factors that determine positive and negative experiences with care. We interviewed people who received services, including occupational therapists, and analyzed recordings of the interviews using content analysis. Themes emerged from positive experiences with care on a continuum from “Acknowledges Me” to “Shares Problem Solving.” Themes from negative experiences were also on a continuum from “Lacks Curiosity” to “Disregards.” A fifth theme emerged from occupational therapists, describing “transformational insights” regarding how their personal experiences receiving care affected their practice. The findings from this study align with core OT constructs and advances understanding of authentic partnerships with people receiving professional services.

Plain Language Summary

Partners in Care: Consumer Experiences with Professional Services

This study sought to understand, from the perspectives of people receiving services, factors that determine positive and negative experiences with care. We interviewed people who received health care or educational services, which are two settings where occupational therapists practice. We analyzed the interviews by identifying experiences participants had receiving care and grouping those experiences into common themes. Participants generally associated positive experiences with provider actions that recognized and validated their perspective and experiences or that partnered with the person in planning for their care. Participants associated negative experiences with provider actions that prioritized procedural care over individualization, or that actively disregarded the person which created feelings of shame, anger, and despondency. Occupational therapists in our study who received care shared similar experiences to people who were not trained as health care providers. Our findings highlight the importance of partnering with people receiving care, which is often at odds with training on expert models of care provision. We suggest that partnering in care is a skill set that providers need to cultivate through ongoing reflection and mentorship.