Exploring Adult Transgender and Gender Diverse Patients’ Experiences at a Suburban Academic Medical Center

Founded in 2017, the UCHealth Integrated Transgender Program (UCH ITP) provides comprehensive, interdisciplinary care to transgender and gender diverse (TGD) adults. This survey project was part of ongoing quality improvement to assess services accessed, patient experiences, reasons for program departure, and improvement opportunities. The survey included adapted validated Consumer Assessment of Healthcare Providers and Systems (CAHPS) questions and free text responses. Sent to 1,328 adults seen during UCH ITP’s first five years, 295 (22.2%) responded to the survey. Most accessed primary care (64.1%), hormone therapy (62.4%), and surgery (51.5%). On average, 69.6% of respondents gave top scores across CAHPS domains, indicating high overall satisfaction, particularly for provider knowledge and interpersonal relationships. Fifty-four respondents (18.3%) no longer accessed UCH ITP, citing geographic barriers (20.4%) and scheduling issues (20.4%). No one reported leaving due to “detransitioned or stopped hormones.” Respondents noted challenges with long wait times, care coordination, financial/insurance barriers, complex pre-surgical protocols, and gaps in patient-centered care. To improve patients’ experiences, similar interdisciplinary programs should prioritize accessibility, streamline care coordination, and reduce financial/insurance barriers, while expanding specialized services.