Understanding Patient and Caregiver Experiences in ACOs

This research report investigates the experiences of patients, family caregivers, and health care team members within the framework of Accountable Care Organizations (ACOs). The study aims to provide insights that can inform education and engagement strategies for patients, consumer advocacy groups, and policymakers regarding the ACO model. Conducted by the American Heart Association and approved by the Heartland Institutional Review Board, the research involved an expert panel and key informant interviews. The findings highlight several priority areas for patient-centered care, including effective communication, whole-person care, and timely access to services. Interviews with medically complex patients and caregivers revealed that ACOs generally provide better care compared to traditional fee-for-service models, although experiences varied across different organizations. The report emphasizes the importance of a dedicated primary care relationship and the need for coordinated care to enhance patient outcomes and satisfaction. Limitations of the study include the absence of a comparison group and potential coder bias in data analysis.