Older persons’ experience with health care at two primary level clinics in Cape Town, South Africa: a qualitative assessment

BACKGROUND: Efficient methods of assessing older persons’ healthcare needs are required in busy public sector primary healthcare clinics in South Africa. These clinics are the main points of entry into the healthcare system. This study was part of a larger study to test the local applicability and adaptability of the World Health Organization's (WHO) Age Friendly Primary Care Toolkit for assessing and managing chronic diseases and common geriatric syndromes. AIM: To assess how older persons experience healthcare delivery at two primary healthcare clinics, and identify perceived gaps in health care to older people. DESIGN & SETTING: A qualitative study at two primary healthcare sites in the suburbs of Cape Town, South Africa. METHOD: Focus group discussions (two at each facility) using an interview guide. RESULTS: Analysed data were categorised into five themes: ‘despite the challenges, there is overall good care’; ‘communication gaps and the frustration of feeling unheard’; ‘the health service is experienced as being unreliable, stretched, and is difficult to access’; ‘there is a perception of pervasive structural ageism in the clinics’; and ‘there is a perception that the quality of care received is related to the profession of the healthcare provider’. CONCLUSION: Challenges of access and care for older clients at primary care clinics are linked to their age-specific holistic needs, which are not fully met by the current age-friendly arrangements. Measures should be taken at the clinics to complement the perceived good clinical care received, by improving access to care, making care appropriate to the need, reducing waiting times, and creating opportunities for older persons to feel respected and heard.