Perspectives of Frequent Users of Emergency Departments on a Case Management Intervention

A Qualitative Study

Bibliographic Data

ID13775697
AuthorsLuana Schaad (0000-0002-5275-3990, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland, corresponding author), Madison Graells (Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Miriam Kasztura (0000-0001-5017-4605, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Elodie Schmutz (0000-0002-3814-0581, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Joanna C Moullin (0000-0002-4103-7569, Curtin University), Joanna Moullin (Curtin University, Perth, Western Australia, Australia), Olivier Hügli (0000-0003-2312-1625, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Jean‐bernard Daeppen (0000-0001-7059-1393), Jean-Bernard Daeppen (Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Julia Ambrosetti (0000-0002-5775-4589, Geneva University Hospital, Genève, Switzerland), Julien Ombelli (North Vaud Hospital Group, Yverdon-les-Bains, Switzerland), Michel Golay (Broye Intercantonal Hospital, Payerne, Switzerland), Vincent Ribordy (0000-0002-7704-6758, Fribourg Hospital, Fribourg, Switzerland), Véronique S Grazioli (0000-0003-1956-7712, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland), Patrick Bodenmann (0000-0002-1058-1035, Department of Vulnerabilities and Social Medicine, Center for Primary Care and Public Health, Chair of Medicine for Vulnerable Populations, Lausanne University, Switzerland)
Year2023
Volume60
Pages469580231159745-469580231159745
Publication date2023-01-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueINQUIRY The Journal of Health Care Organization Provision and Financing (JOURNAL)
Journal identifiersISSN: 0046-9580 • E-ISSN: 1945-7243
PublisherSAGE Publishing (PUBLISHER • US)
DOI10.1177/00469580231159745
PMID36927138
OpenAlexW4327681665
LanguageEN
Citations received1
References cited19

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

CLARITY · Emergency department · Health care · Health literacy · Intervention (counseling · Medical education · Perception · Qualitative research · Applied Psychology · Chronic Disease Management Strategies · Emergency and Acute Care Studies · Healthcare Systems and Technology · Medicine · Nursing · Psychology