Case Management in Primary Care for Frequent Users of Health Care Services With Chronic Diseases: A Qualitative Study of Patient and Family Experience

The Article in Brief

Case Management in Primary Care For Frequent Users of Health Care Services With Chronic Diseases: A Qualitative Study of Patient and Family Experience

Catherine Hudon , and colleagues

Background Case management is increasingly used to improve patient satisfaction and quality of life and reduce costs associated with frequent use of health care services by people with chronic diseases. This study examines the experiences of patients and family members with care integration, which brings together the delivery and management of health care services, as part of a primary care case management project.

What This Study Found Overall, patients and family members had very positive experiences with care integration. Patients' preferred contact with primary care was the case management nurse, who could inform, educate, support, and help them navigate the health care system as well as advocate for them. Participants described improved access, communication, coordination and involvement in decision-making, and better health care transitions. They also proposed several ways to improve case management interventions, such as ensuring that patients fully understand the purpose of case management and have the chance to ask questions, finding ways to reduce travel costs and multiple visits, and offering home visits for patients with severe functional disabilities.

Implications

• The authors conclude that these findings demonstrate that case management effectively responds to the complex needs of a very vulnerable clientele and appears to successfully promote self-management support and better integration of health care services.