Comparison of Patient Experience between a Practice for Homeless Patients and Other Practices Engaged in a Patient-Centered Medical Home Initiative.

Despite its increasing popularity, little is known about the patient-centered medical home (PCMH) model in primary care settings serving homeless populations. Our objective was to understand how patient experience differs between a PCMH demonstration practice designed for homeless people in Massachusetts and other practices participating in the same statewide initiative. The study population included 194 homeless patients and 1,868 patients from comparison practices. Patient experience was compared on key measures of patient-centeredness, while applying case-mix adjustment to control for sociodemographic and clinical factors. The practice for homeless patients scored higher than the comparison group on self-management support and behavioral health integration, while being equivalent on three other measures. Potential areas for improvement include measures related to communication, front desk staff, and timely appointments. We discuss possible explanations for the observed pattern of results in the context of the unique challenges faced by a practice designed to serve individuals experiencing homelessness.