Through the eyes of the patients: a qualitative study of diabetes patients' experiences navigating the healthcare system.

Background: Experience maps of patient journeys offer valuable insights into efficient and cost-effective diabetes care that reflects the needs experienced by the patients. This study describes the diabetes patients' experience navigating the healthcare system. Methods: A phenomenological approach was adopted together with purposive sampling to achieve the study aim. One to one in-depth interviews were conducted with participants who had Type 2 diabetes (with and without diabetes related complications). A deductive thematic analysis was adopted for the study with data sufficiency achieved at thirteen interviews. Findings: Themes and codes were organized under three main stages: pre-diagnosis (stage 1), diagnosis and treatment (stage 2), and living with diabetes (stage 3). Stage 1 included themes for awareness and choice of care provider for initial care, and showed few care gaps, while stage 2 identified several service gaps and unmet needs. The themes that emerged included acceptance and life-facing diabetes and diabetes disease encounters, with several codes captured under the theme. Stage 3 included a theme for diabetes self-care. The usefulness of apps, good communication by the care team and facilitators of self-care were also mentioned. The major unmet needs perceived by the participant were patient-centeredness and personalized care in primary care settings. Conclusion: While the current diabetes care system was efficacious, areas for improvement exist, and patients expressed a desire for more patient-centered and personalized care, particularly in primary care settings. These findings offer valuable insights into T2DM management and highlight potential areas for enhancing healthcare delivery.