We started by analyzing more than 3,500 responses to Alberta’s Primary Care Patient Experience Survey. We focused on six questions about communication between patients and healthcare providers, such as whether providers listened carefully, explained things clearly, and involved patients in decisions about their care. Other factors such as access to care, financial status, and social supports were considered as well to help identify patients whose care needs were not being met. Our analysis showed that about one in four respondents (24 per cent) had experiences that differed from the overall pattern seen in the survey results.

To better understand these different experiences, we conducted 16 in-depth interviews with people whose survey responses reflected this distinct perspective. These conversations helped us understand the people behind the survey answers and provided the context, complexity, and lived experience that numbers alone could not capture.

Using both interview and survey data, we developed a series of patient personas. Each persona reflects patterns of experiences shared across multiple interviews. No persona represents a single individual or interview. Instead, each persona weaves together shared and unique experiences, challenges, strengths, and perspectives. Because each persona is a composite of experiences and perspectives drawn from interviews with multiple people, we refer to each persona on second reference as they, them, and their.

Personas help us see the people behind the data, as well as remind us that behind every data point is a real-life experience. They can serve as training tools and reflective prompts for providers and create accessible ways for policymakers and leaders to consider the real-world implications of their decisions on diverse patient populations.