Patient Perspective on Health Care Utilization at Two Free Clinics – A Qualitative Study

Millions of uninsured Americans access health care through free clinics, but their experience with the medical system is understudied. This study sought to understand patterns in free clinic patients’ experience with healthcare utilization through qualitative and descriptive analyses. Data were collected through face-to-face, open-ended interviews at two free clinics in an urban Florida community. The clinics included one student-run free clinic and one community-based free clinic. Survey questions were developed based on prior literature and validated through expert consensus and pilot interviews. The interviewers conducted 74 interviews between May 7 and June 10, 2022. Responses were coded by the authors, one of whom has extensive training in qualitative analysis. Descriptive statistics were used. The most reported values in care utilization were cost (64%), quality care and access (64%), and patient experience (26%), which are consistent with the Institute for Healthcare Improvement’s Triple Aim of cost, population health, and experience. Basic medicine was the most common condition given by patients (73%) for free clinic utilization. About half of patients in this study sought care at other care centers. The most cited reason for seeking care outside of free clinics was an emergency (27%). Most patients (91%) would recommend their free clinic to others seeking care.