Injured workers' perceptions of case management services. A descriptive study

Area of Science:

• Occupational health
• Rehabilitation medicine
• Health services research

Background:

• Workers' compensation systems aim to manage injured worker recovery.
• Nurse case management (NCM) is a key component of these systems.
• Understanding injured worker perceptions is crucial for effective NCM.

Purpose of the Study:

• To explore injured workers' experiences and perceptions of nurse case management services.
• To identify factors contributing to satisfaction and dissatisfaction with NCM.

Main Methods:

• A mixed-methods approach was used, combining surveys and interviews.
• Data were collected from injured workers who filed claims between January 1 and September 30, 1995.
• Participants included 45 survey respondents, 27 personal interviews, and 16 telephone interviews.

Main Results:

• Satisfied workers perceived NCMs as proactive, goal-oriented, and client-focused.
• Dissatisfied workers felt ignored by the system and perceived NCMs as disinterested and disrespectful.
• Key themes included the importance of NCMs seeing the 'big picture' and anticipating needs.

Conclusions:

• Injured worker perceptions of NCM are strongly influenced by perceived NCM competence and responsiveness.
• Effective NCM requires a holistic approach, addressing individual needs and systemic barriers.
• Findings offer valuable insights into the injured worker's worldview and inform NCM program improvements.