Who is most satisfied with their experience? A systematic approach to an equitable patient experience.

265 Background: In 2019, Dana-Farber Cancer Institute (DFCI) conducted exploratory quantitative analyses of patient satisfaction scores stratified by demographics to understand where gaps in experience exist. Results suggested differences among certain groups. As such, we applied a broad, systematic approach to our patient experience understanding to prioritize and implement improvements. Methods: A multidisciplinary team conducted an analysis of patient experience using a phased mixed method approach to identify areas for improvement. First, the team analyzed ̃50,000 patient experience surveys (Mar 2019-Feb 2021). Surveys were collected from all DFCI-sites and stratified by race, ethnicity, and language. Significance testing was conducted using z-tests. Second, results of the quantitative analysis were used to define focus group participant demographics and interview questions. Results: The analysis found demographic differences in response rates (White 25.5%, n = 24,519; Black 14.0%, n = 567; Asian 14.7%, n = 495; Hispanic or Latino 11.6%, n = 92; English 25.1%, n = 25,074; Non-English 11.2%, n = 332) and lower top box satisfaction scores (% patients rating in highest category) for patients of color and patients whose preferred language is not English (Table). Table shows results from a survey question asking patients to rate overall quality of care received at the facility. Next, DFCI will conduct fourteen focus groups with diverse patient groups to learn where DFCI has improvement opportunities. Focus groups will include English-speaking Black, Indigenous, Patients of Color as well as Spanish, Arabic, Mandarin, and Cantonese speaking patients. Following focus groups, a thematic analysis will be conducted, and recommendations will be prioritized and implemented by multidisciplinary teams. Conclusions: Patient experience survey data are typically reported in aggregate, masking variation among the demographic groupings in which patients identify. Using a systematic approach, stratifying the data specifically to understand where differences exist, was fundamental to understanding gaps in experience among separate groups of patients. This granular knowledge is critical to providing an equitable patient experience and is the necessary approach that will allow us to identify and prioritize interventions to improve the patient experience for all. Through our approach, we aim to elevate voices of patients across demographic groups and to inform the health delivery interventions needed.[Table: see text]