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Research ArticleOriginal Research

Case Management in Primary Care for Frequent Users of Health Care Services: A Realist Synthesis

Catherine Hudon, Maud-Christine Chouinard, Kris Aubrey-Bassler, Nazeem Muhajarine, Fred Burge, Paula Louise Bush, Alya Danish, Vivian R. Ramsden, France Légaré, Line Guénette, Paul Morin, Mireille Lambert, Fiona Fick, Olivia Cleary, Véronique Sabourin, Mike Warren and Pierre Pluye
The Annals of Family Medicine May 2020, 18 (3) 218-226; DOI: https://doi.org/10.1370/afm.2499
Catherine Hudon
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MD, PhD
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  • For correspondence: catherine.hudon@usherbrooke.ca
Maud-Christine Chouinard
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
RN, PhD
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Kris Aubrey-Bassler
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MD, MSc
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Nazeem Muhajarine
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
PhD
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Fred Burge
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MD, MSc
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Paula Louise Bush
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
PhD
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Alya Danish
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
PhD
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Vivian R. Ramsden
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
RN, PhD
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France Légaré
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MD, PhD, CFPC
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Line Guénette
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
BPharm, PhD
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Paul Morin
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
PhD
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Mireille Lambert
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MA
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Fiona Fick
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MA
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Olivia Cleary
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MAPS
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Véronique Sabourin
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
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Mike Warren
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
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Pierre Pluye
Département de Médecine de Famille et de Méde-cine d’Urgence, Université de Sherbrooke, Sherbrooke, Québec, Canada (C.H.); Département des Sciences de la Santé, Université du Québec à Chicoutimi, Saguenay, Québec, Canada, (M.C.C.); Memorial University, Primary Healthcare Research Unit, St. John’s, Newfoundland and Labrador, Canada (K.A.B., O.C.); Department of Community Health and Epidemiology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (N.M.); Dalhousie University, Department of Family Medicine, Halifax, Nova Scotia, Canada (F.B.); Département de Médecine de Famille, Univer-sité McGill, Montréal, Québec, Canada (P.L.B., P.P.); Faculté de Médecine et des Sciences de la Santé, Université de Sherbrooke, Longueuil, Québec, Canada (A.D.); Department of Academic Family Medicine, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (V.R.R.); Département de Médecine Familiale et de Médecine d’Urgence, Université Laval, Québec, Québec, Canada (F.L.); Faculté de Pharmacie, Université Laval, Québec, Québec, Canada (L.G.); École de Travail Social, Université de Sherbrooke, Sherbrooke, Québec, Canada (P.M.); Centre Intégré Universitaire de Santé et de Services Sociaux du Saguenay-Lac-Saint-Jean, Saguenay, Québec, Canada (M.L.); Department of Psychology, University of Saskatchewan, Saskatoon, Saskatchewan, Canada (F.F.); Quebec-SPOR SUPPORT Unit, Qué-bec, Québec, Canada (V.S.); Newfoundland and Labrador-SPOR SUPPORT Unit, Saint John’s Newfoundland and Labrador, Canada (M.W.)
MD, PhD
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    Figure 1

    Study selection process.

    CM = case management; CMO = context, mechanism, and outcome.

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    Figure 2

    Refined program theory.

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    Table 1

    Definition of Terms

    TermDefinition
    Context (C)Aspects of the background of the intervention (eg, characteristics of the people involved in the intervention, the environment in which the intervention occurs, the social and political context, etc)
    Mechanism (M)The generative, causal force influencing the effect of program resources on participants’ reasoning, attitudes, and behaviors (sensitive to variation in context)
    Outcome (O)Effect of the intervention, dependent on the interactions between the context and mechanism
    CMO configurationRelation between context, mechanisms, and outcomes that is a form of realist causal explanation
    Initial program theoryA preliminary exploration of the theory on how the intervention works
    DemiregularitySemipredictable patterns that could emerge from CMO configurations that appear repeatedly, or the interpretation of which is strongly supported by theory
    Program theoryAn empirically testable proposition that lies in an intermediate position relative to generalizable grand theories of social systems on one end and detailed descriptions of situational microphenomena on the other
    Case managerHealth care professional who provides the intervention. Can also refer to the CM team
    Frequent userIndividuals/patients who frequently use health care services. Can also include their family and caregivers
    Health care clinicianHealth care professionals involved in the case management intervention (eg, emergency department staff, family physician, etc)
    Self-management supportActivities the purpose of which is to help patients and their families play a greater role in the management of their health
    • CM = case management; CMO = context + mechanism = outcome.

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    Table 2

    CMO Configurations

    ThemeCMO ConfigurationEvidence (References)
    Coordination and health navigationIf frequent users are directed through the health care system and are enabled to connect with clinicians and community services working in close collaboration (C), they have a better understanding of how to access and obtain relevant health care services in appropriate settings. Their knowledge and ability to navigate within the health care system and to communicate with clinicians are strengthened, and they become more engaged in their care (M). This improves their self-management skills and health status and reduces health care use and costs (O). (CMO 1)Grimmer-Somers et al, 201035; Grinberg et al, 201628; Hudon et al, 201529; Navratil-Strawn et al, 201440; Reinius et al, 201333; Roberts et al, 201530; Shah et al, 201138; Weerahandi et al, 201531
    Patient and health care clinician relationshipIf case managers are able to develop trusting relationships with frequent users (C), frequent users trust them, feel safe, and develop meaningful relationships with them. This meaningful relationship motivates patients to be engaged in their care (M). In turn, their self-management skills improve, their health condition(s) stabilizes, and health care use and costs are reduced (O). (CMO 2)Crane et al, 201232; Grinberg et al, 201628; Hudon et al, 201529; Roberts et al, 201530; Weerahandi et al, 201531
    If frequent users have a negative interaction with case managers, feel disrespected, discriminated against, or not connected with them (C), frequent users feel upset, dissatisfied, and frustrated with their encounter. They are unable to develop a trusting relationship with their case managers and are not willing to engage in their care (M). This limits the development of their self-management skills, does not improve their quality of life, and does not change health care use and costs (O). (CMO 3)Grinberg et al, 201628; Sledge et al, 200634
    Patient and health care clinician engagementIf case managers are flexible, able to adapt, and open to change their approach by involving frequent users in their care planning (C), frequent users tend to accept the CM program, tend to understand their role in it, and are willing to engage in their care (M). This improves their self-management skills, health status, and quality of care and reduces health care use and costs (O). (CMO 4)Adam et al, 201036; Crane et al, 201232; Grimmer-Somers et al, 201035; Grinberg et al, 201628; Hudon et al, 201529; McCarty et al, 201537; Roberts et al, 201530; Weerahandi et al, 201531
    If case managers are willing to be engaged and committed to the program and to take an active role in care planning (C), frequent users accept the program, perceive it to be beneficial, and become more engaged in their health care (M), which improves their self-management skills and reduces health care use (O). (CMO 5)Adam et al, 201036; Grinberg et al, 201628; Grover et al, 201044; McCarty et al, 201537; Pope et al, 200042; Skinner et al, 200943; Weerahandi et al, 201531
    If frequent users are not involved in their care planning (C), they do not feel engaged and will deviate from their care plan because they do not understand it or do not agree with it (M). Consequently, they will continue to frequently and inappropriately use health care services (O). (CMO 6)Adam et al, 201036; Bodenmann et al, 201739; Pope et al, 200042
    If clinicians do not follow the care plan that includes restriction of narcotics for frequent users with substance use issues (C), patients are unwilling to follow the care plan (M) and continue to frequently and inappropriately use health care services to obtain narcotics (O). (CMO 7)Grover et al, 201044; Pope et al, 200042
    Patient and health care clinician supportIf a comprehensive and holistic approach addressing both medical and social issues is provided to frequent users (C), they feel their concerns are heard and their needs are taken seriously. They feel supported and satisfied with the care received and motivated to be engaged in their care (M). This improves their self-management skills and health status and reduces health care use (O). (CMO 8)Brown et al, 200541; Grimmer- Somers et al, 201035; Hudon et al, 201529; Pope et al, 200042; Shah et al, 201138
    If frequent users have easy access to case managers who provide regular follow-up meetings (C), frequent users feel supported and cared for in the management of their health issues and trusted by their case managers (M). This improves their self- management skills, health status, and quality of life and reduces health care use and costs (O). (CMO 9)Crane et al, 201232; Hudon et al, 201529; Reinius et al, 201333; Roberts et al, 201530; Weerahandi et al, 201531
    If clinicians who are overwhelmed by the complex needs of frequent users in an over- loaded health care system work in collaboration with an interdisciplinary team (C), they feel supported by the members of the team and satisfied with the program and are willing to engage in the CM program (M). This improves the quality of care they provide to frequent users and reduces patients’ health care use (O). (CMO 10)Adam et al, 201036; Brown et al, 200541; McCarty et al, 201537
    Self-management supportIf frequent users are involved in their care planning and receive self-management support (C), they develop a greater understanding of their condition, are motivated to take an active role in their care, and feel confident in their ability to obtain medical and social resources (M). This improves their self-management skills, health status, and quality of life and reduces health care use (O). (CMO 11)Crane et al, 201232; Grimmer-Somers et al, 201035; Grinberg et al, 201628; Hudon et al, 201529; Roberts et al, 201530; Shah et al, 201138; Weerahandi et al, 201531
    • C = context; CMO = context + mechanism = outcome; M = mechanism; O = outcome.

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The Annals of Family Medicine: 18 (3)
The Annals of Family Medicine: 18 (3)
Vol. 18, Issue 3
May/June 2020
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Case Management in Primary Care for Frequent Users of Health Care Services: A Realist Synthesis
Catherine Hudon, Maud-Christine Chouinard, Kris Aubrey-Bassler, Nazeem Muhajarine, Fred Burge, Paula Louise Bush, Alya Danish, Vivian R. Ramsden, France Légaré, Line Guénette, Paul Morin, Mireille Lambert, Fiona Fick, Olivia Cleary, Véronique Sabourin, Mike Warren, Pierre Pluye
The Annals of Family Medicine May 2020, 18 (3) 218-226; DOI: 10.1370/afm.2499

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Case Management in Primary Care for Frequent Users of Health Care Services: A Realist Synthesis
Catherine Hudon, Maud-Christine Chouinard, Kris Aubrey-Bassler, Nazeem Muhajarine, Fred Burge, Paula Louise Bush, Alya Danish, Vivian R. Ramsden, France Légaré, Line Guénette, Paul Morin, Mireille Lambert, Fiona Fick, Olivia Cleary, Véronique Sabourin, Mike Warren, Pierre Pluye
The Annals of Family Medicine May 2020, 18 (3) 218-226; DOI: 10.1370/afm.2499
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