The Quality of Care of Transgender and Gender Nonconforming Patients: The Provider Perspective

Background Transgender and gender-nonconforming (TGNC) patients have inadequate quality of care. Few studies have examined the issues related to quality of care from the perspective of providers. The purpose of this pilot study was to understand the barriers and facilitators of quality TGNC care and develop recommendations for health systems. Methods We used phenomenological methods in the form of qualitative semistructured interviews to allow provider participants to elaborate about issues not covered in the script questions. Audio files from 11 provider interviews were transcribed and summarized by common themes. Thematic analysis was conducted in an iterative process to extract insights from the data. Results Six main subthemes resulted from our qualitative review regarding "barriers to quality care": 1) provider training and knowledge of TGNC care, 2) provider and staff interactions with TGNC patients, 3) case management, 4) misgendering, 5) access and continuity of care, and 6) bias and discrimination. Four subthemes were identified as "facilitators of quality care" for TGNC patients: 1) skilled staff, 2) continuity of care and electronic health records, 3) organizational support, and 4) provider-patient interactions. Additional needs were also suggested. Conclusions Findings were distilled into 3 recommendations to improve the quality of TGNC care: 1) establish a dedicated case-management team; 2) provide access to more in-depth and meaningful training for providers, clinic staff, and administrative staff (and mandate certain basic training); and 3) allocate financial resources and enforce a policy of nondiscrimination.