Table 5 Selected participant quotations for each theme identified
Theme | Quotations |
|---|---|
Improved Communication | 2015–2017 “It was not good. The people did not speak Spanish.” (Man) “It was a bit difficult. I brought my grandson along to help me understand. I would not have been able to understand without him translating” (Woman) |
2018–2020 “They took care of everything; even to this day they answer my calls” (Woman, HKTC patient) “They seem like a unified team, complete with social workers and all.” (Man, HKTC patient) “I had no issues. The doctor spoke Spanish” (Man, HKTC patient) | |
Providers “Communication has been significantly improved with the Hispanic clinic compared to before” (MD) “I have a direct line of communication with the Medical Director of the clinic which is extremely helpful” (MD) “Still overwhelming for patients to schedule testing as they have to go through English speaking individuals” (APP) | |
Improved Patient Education | 2015–2017 “Well, I think I understand some of it because my grandson told me” (Woman) “Like I said, I did not understand what was the problem. I still do not know what is happening with the kidney, if I can still get one or not” (Man) |
2018–2020 “I feel good. I know what medications to take and how to take them. And not to miss an appointment” (Woman) “I feel grateful. I’m definitely doing my part, also working on my health…they [clinic team] are orienting me and they gave me a book with all the instructions” (Man) | |
Providers “Patients have a better education and are able to demonstrate understanding of the risks and benefits post-visit” (MD) “Patients do not know who to get to order tests [necessary for listing] or how to get them done” (APP) | |
Improved Patient Experience | 2015–2017 “It was not good..it was not good. I have been waiting for a long time on the list..still I don’t know. I have not heard from anyone in a long time” (Man) “I was a little afraid, in the whole process. I know I need a new kidney, but with the tests and appointments, it was too much. I didn’t feel comfortable” (Man) |
2018–2020 “It was very good, of the best actually. We received excellent service there, better than I would have imagined. It seemed like my care was very important to them. Almost everyone spoke Spanish” (Woman) “It was very good, specifically the quality of the doctors. She [the doctor] was very capable, she explained everything to us step by step. The doctor that did my transplant was also very thorough and very kind” (Woman) | |
Providers “The patient’s experience is so much better as they are seeing doctors who speak their language” (APP) “ All of my patients have had a very positive experience” (MD) “Much easier to refer Spanish speaking patients now and we have gotten a lot more patients evaluated in the last two years” (MD) | |
Areas for Improvement | 2015–2017 “They should give more information before the transplant…more information and opportunities on what to do before transplant” (Woman) |
2018–2020 “The only barrier is that we don’t communicate with each other. The ones that can donate, our people don’t know to donate organs if we can. This is the problem: we need to educate our people and our families so we can complete the process…how can we educate others?”(Man) | |
Providers “Having a direct option of choosing the Hispanic clinic in Epic would be very helpful” (MD) “A written guide in Spanish in 2nd to 3rd grade language explaining what tests are needed to be done and why. Not just a letter of these are the tests that need to be completed” (APP) “If the testing could be completed in 1–2 days this would help more patients complete the listing process” (MD) |