Perspectives of Frequent Users of Emergency Departments on a Case Management Intervention: A Qualitative Study

Author:

Schaad Luana1ORCID,Graells Madison1,Kasztura Miriam1,Schmutz Elodie1,Moullin Joanna2,Hugli Olivier1ORCID,Daeppen Jean-Bernard1,Ambrosetti Julia3,Ombelli Julien4,Golay Michel5,Ribordy Vincent6,Grazioli Véronique S.1,Bodenmann Patrick1

Affiliation:

1. Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland

2. Curtin University, Perth, Western Australia, Australia

3. Geneva University Hospital, Genève, Switzerland

4. North Vaud Hospital Group, Yverdon-les-Bains, Switzerland

5. Broye Intercantonal Hospital, Payerne, Switzerland

6. Fribourg Hospital, Fribourg, Switzerland

Abstract

Background: Effective management of frequent users of emergency departments (FUED) remains challenging. Case management (CM) has shown to improve patient quality of life while reducing ED visits and associated costs. However, little data is available on FUED’s perception of CM outside of North America to further improve CM implementation. Objectives: Explore the FUED’s perspectives about CM in Switzerland. Design, Setting & Participants: Semi-structured qualitative interviews eliciting FUED’s experiences of CM were conducted among 20 participants (75% female; mean age = 40.6, SD = 12.8) across 6 hospital ED. Outcomes measures & Analysis: Inductive content analysis. Main Results: Most participants were satisfied with the CM program. In particular, FUEDs identified the working relationship with the case manager (cm) as key for positive outcomes, and also valued the holistic evaluation of their needs and resources. Overall, patients reported increased motivation and health literacy, as well as facilitated interactions within the healthcare system. Conversely, a small number of participants reported negative views on CM ( ie, stigmatization, lack of concrete outcomes). Barriers identified were cm’s lack of time, COVID-19′s negative impact on CM organization, as well as lack of clarity on the objectives of CM. FUED perceived CM as useful, in particular establishing a working relationship with the cm. Our results suggest that CM can be further improved by (1) professionals remaining non-judgmental toward FUED, (2) making sure the aims and objectives of the CM are understood by the participants, and (3) allowing more time for the cm to carry out their work.

Funder

Schweizerischer Nationalfonds zur Förderung der Wissenschaftlichen Forschung

Publisher

SAGE Publications

Subject

Health Policy

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3