A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas
Objective: To qualitatively assess the experiences that English and Spanish-speaking patients with Medicaid managed care encounter when scheduling a first-time primary care appointment, with a preference for telehealth, in the Los Angeles (LA), Houston and New York (NY) Metropolitan Statistical Area...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-06-01
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| Series: | SSM: Qualitative Research in Health |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2667321525000034 |
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| author | Esmeralda Melgoza Ahmad Ismail Lucía Félix-Beltrán Rosario Majano Arturo Vargas Bustamante |
| author_facet | Esmeralda Melgoza Ahmad Ismail Lucía Félix-Beltrán Rosario Majano Arturo Vargas Bustamante |
| author_sort | Esmeralda Melgoza |
| collection | DOAJ |
| description | Objective: To qualitatively assess the experiences that English and Spanish-speaking patients with Medicaid managed care encounter when scheduling a first-time primary care appointment, with a preference for telehealth, in the Los Angeles (LA), Houston and New York (NY) Metropolitan Statistical Areas (MSAs). Methods: A list of primary care offices was created by scraping online directories from each managed care organization (MCOs) health plan operating in the three MSAs. Primary care offices were randomly selected to participate in this qualitative mystery shopper study. Two researchers listened and transcribed real-time calls between the mystery shopper patients and the receptionists at the primary care offices. Data collection occurred between April 8, 2024, and April 26, 2024, on different days and times of the week. Both researchers completed tests to calculate the Kappa statistic, which indicated substantial inter-rater agreement. The researchers then inductively coded the transcripts using thematic analysis on Dedoose version 9.2.012. Results: Our study suggests that Spanish-speaking patients who call to schedule a first-time primary care appointment are more likely to experience call transfers, be told to call back later, and encounter more telephone hang-ups, compared to English-speaking patients. Telehealth for first-time appointments is uncommon and typically available only under special circumstances, including COVID-19, medication refills, test result reviews, and for chronically ill populations. Conclusion: This study shows disparities in access to care between English and Spanish-speaking patients at the time of scheduling a first-time appointment, highlighting an important point for future intervention. |
| format | Article |
| id | doaj-art-4a5390e81f1247339e75ba600c821a26 |
| institution | Kabale University |
| issn | 2667-3215 |
| language | English |
| publishDate | 2025-06-01 |
| publisher | Elsevier |
| record_format | Article |
| series | SSM: Qualitative Research in Health |
| spelling | doaj-art-4a5390e81f1247339e75ba600c821a262025-01-29T05:02:24ZengElsevierSSM: Qualitative Research in Health2667-32152025-06-017100525A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical AreasEsmeralda Melgoza0Ahmad Ismail1Lucía Félix-Beltrán2Rosario Majano3Arturo Vargas Bustamante4Jonathan and Karin Fielding School of Public Health, University of California, Los Angeles (UCLA), Los Angeles, CA, USA; UCLA Latino Policy and Politics Institute, Los Angeles, CA, USA; Corresponding author. Department of Community Health Sciences, UCLA Fielding School of Public Health, Room 36-071, P.O. Box 951772, Los Angeles, CA, 90095-1772, USA.Jonathan and Karin Fielding School of Public Health, University of California, Los Angeles (UCLA), Los Angeles, CA, USA; UCLA Latino Policy and Politics Institute, Los Angeles, CA, USAUCLA Latino Policy and Politics Institute, Los Angeles, CA, USA; Research Center for Equitable Development EQUIDE, Universidad Iberoamericana Mexico City, Mexico City, MexicoUCLA Latino Policy and Politics Institute, Los Angeles, CA, USAJonathan and Karin Fielding School of Public Health, University of California, Los Angeles (UCLA), Los Angeles, CA, USA; UCLA Latino Policy and Politics Institute, Los Angeles, CA, USAObjective: To qualitatively assess the experiences that English and Spanish-speaking patients with Medicaid managed care encounter when scheduling a first-time primary care appointment, with a preference for telehealth, in the Los Angeles (LA), Houston and New York (NY) Metropolitan Statistical Areas (MSAs). Methods: A list of primary care offices was created by scraping online directories from each managed care organization (MCOs) health plan operating in the three MSAs. Primary care offices were randomly selected to participate in this qualitative mystery shopper study. Two researchers listened and transcribed real-time calls between the mystery shopper patients and the receptionists at the primary care offices. Data collection occurred between April 8, 2024, and April 26, 2024, on different days and times of the week. Both researchers completed tests to calculate the Kappa statistic, which indicated substantial inter-rater agreement. The researchers then inductively coded the transcripts using thematic analysis on Dedoose version 9.2.012. Results: Our study suggests that Spanish-speaking patients who call to schedule a first-time primary care appointment are more likely to experience call transfers, be told to call back later, and encounter more telephone hang-ups, compared to English-speaking patients. Telehealth for first-time appointments is uncommon and typically available only under special circumstances, including COVID-19, medication refills, test result reviews, and for chronically ill populations. Conclusion: This study shows disparities in access to care between English and Spanish-speaking patients at the time of scheduling a first-time appointment, highlighting an important point for future intervention.http://www.sciencedirect.com/science/article/pii/S2667321525000034Mystery shopper studyQualitative methodsPrimary careMedicaidLimited English proficiencyTelehealth |
| spellingShingle | Esmeralda Melgoza Ahmad Ismail Lucía Félix-Beltrán Rosario Majano Arturo Vargas Bustamante A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas SSM: Qualitative Research in Health Mystery shopper study Qualitative methods Primary care Medicaid Limited English proficiency Telehealth |
| title | A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas |
| title_full | A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas |
| title_fullStr | A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas |
| title_full_unstemmed | A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas |
| title_short | A qualitative mystery shopper study that de(codes) the experiences of English and Spanish-speaking patients who call to schedule a first-time primary care appointment in the Los Angeles, Houston, and New York Metropolitan Statistical Areas |
| title_sort | qualitative mystery shopper study that de codes the experiences of english and spanish speaking patients who call to schedule a first time primary care appointment in the los angeles houston and new york metropolitan statistical areas |
| topic | Mystery shopper study Qualitative methods Primary care Medicaid Limited English proficiency Telehealth |
| url | http://www.sciencedirect.com/science/article/pii/S2667321525000034 |
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