
Journal Article
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
Authors aim 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). 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.
Findings: 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.
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.