|10||Consumer perceives need||All patients appreciated the telephone outreach, and several patients indicated that they did not realize until after receiving the call that they needed the information that was provided.||Qualitative interviews|
|11||Consumer ability to seek||Significant increase in score on ‘Ability to seek’ scale (1 = Not easy at all to 4 = Very easy) from 2.8 to 3.3, p = 0.000.||Patient survey|
|12||Consumer gets to social/ community service relative to need||
Reported use of community health services not significantly increased from 6% (3/51) at baseline to 17% (n = 8/48) at follow-up (p = 0.13).|
Helpfulness of services received not significantly increased from an average of 1.6 (n = 14) to 3.3 (n = 44) (p = 0.020) where 1 = “no, not at all” and 4 = “yes, absolutely”.
|13||Consumer gets to GP/FP||Among patients who tried to contact their provider by telephone: At baseline, 37% reported it was ‘very easy’ compared to 73% post-intervention.||Patient Survey|
|31||Appropriate referrals||Referral to community health and social services by the usual physician increased significantly from 5% at baseline (1/19 with a usual place of care) to 14% (6/42 reporting on new physician) at follow-up (p = 0.06). (NB – providers were different).||Patient survey|
|32||Appropriate PMC is provided||Patients reported the extent to which their doctor or nurse provided everything needed to manage their health on a 4-point scale from 1 = not at all to 4 = yes, definitely. Mean scores increased from 3.4 at baseline (n = 24, referring to usual source of care) to 3.8 at follow-up (n = 54, referring to new FP), p = 0.08.||Patient survey|
|33||Consumer engages with care||
Patients’ abilities to explain their problems to health professionals increased from 3.4 at base line (mostly easy) to 3.8 at follow-up (mostly very easy), p = 0.002.|
At follow-up interviews, patients reported that the visit preparation tools had helped them have more effective visits and to better understand their own needs.
|41||Consumer needs addressed at right location||The rate of forgone care because of access difficulties dropped from 41% at baseline to 12% at follow-up. The rate of emergency-room use fell from 20% (12/60) at baseline to 11% at follow-up (6/54, 4 were repeat users).||Patient survey|
|42||Enduring relationship with GP/FP||Reported attachment to a specific responsible professional increased from 15% (6/60) at baseline to 89% (48/54) at follow-up, p < 0.000.||Patient survey|
|43||Healthcare is perceived /experienced positively||
Reports of patient-centered care increased between baseline and follow up:|
• 26 to 48% reported their provider explored patient concerns about health
• 48 to 68% gave importance to patient’s ideas about health
• 48 to 85% put patients at ease to discuss issues.