Understanding Patient Experiences: A Qualitative Study on Communication and Cultural Competence in Multiple Sclerosis Care

Vaishnavi Sridharan, Department of Health and Kinesiology, University of Illinois Urbana-ChampaignFollow
Charee Thompson, Department of Communication, University of Illinois Urbana-Champaign AND Carle Illinois College of Medicine, University of Illinois Urbana-Champaign
Rola Mahmoud, School of Medicine, University of Missouri-Kansas City
Minnatallah N. E. Eltinay, Carle Illinois College of Medicine, University of Illinois Urbana-Champaign
Chungyi Chiu, Department of Health and Kinesiology, University of Illinois Urbana-ChampaignFollow

ORCID

Vaishnavi Sridharan: https://orcid.org/0000-0001-8888-1647

Chungyi Chiu: https://orcid.org/0000-0002-6954-6832

Abstract

Objective: Effective communication is crucial in multiple sclerosis (MS) care, influencing patient satisfaction, self-management, and health outcomes. This study explores the experiences of people with MS (PwMS) regarding communication with healthcare providers and between providers within healthcare systems. Methods: This qualitative study analyzed open-ended responses from 590 participants in a national cross-sectional survey. Thematic content analysis was conducted to explore MS patients’ experiences with healthcare communication and care delivery. Results: Three major themes emerged: (1) Patient-provider communication, where 62.9% of participants reported positive experiences, citing responsiveness and empathy, while 37.1% noted issues such as inattentiveness and rushed consultations. (2) Provider-system communication, with 69% of responses highlighting poor coordination between healthcare teams, leading to patient burden and care delays. (3) Cultural (in)competence, where 71.7% of participants felt their providers demonstrated cultural awareness, while 28.3% reported racial discordance, linguistic barriers, and biases affecting their care experience. Conclusions: While many patients with MS report positive communication experiences, gaps in provider responsiveness, care coordination, and cultural competence remain. Strengthening communication training, integrating electronic health records for improved coordination, and enhancing cultural competence initiatives can foster more patient-centered MS care, improving both patient satisfaction and health outcomes.

Recommended Citation

Sridharan V, Thompson C, Mahmoud R, Eltinay M, Chiu C. Understanding Patient Experiences: A Qualitative Study on Communication and Cultural Competence in Multiple Sclerosis Care. Patient Experience Journal. 2025; 12(2):46-54. doi: 10.35680/2372-0247.2031.