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What Do High-Risk Patients Value? Perspectives on a Care Management Program.

Ishani Ganguli1,2, E John Orav3,4,5, Eric Weil4,6

  • 1Brigham and Women's Hospital, Boston, MA, USA. iganguli@bwh.harvard.edu.

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|October 7, 2017
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Summary

High-risk patients found care management programs helpful, especially when they knew their care manager. Increasing awareness of care managers can improve patient engagement and program utilization.

Keywords:
high cost patientshigh-risk care managementpatient-centered carepopulation health management

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Area of Science:

  • Health Services Research
  • Patient Engagement
  • Care Management

Background:

  • Care management programs aim to coordinate care for high-risk patients, but their impact on cost reduction is inconsistent.
  • While patient-centered benefits are suggested, understanding participant engagement and perceived value is limited.

Purpose of the Study:

  • To explore care management program participants' awareness of program offerings.
  • To assess the perceived utility of program offerings among participants.

Main Methods:

  • A cross-sectional telephone survey was administered to patients enrolled in a primary care-based care management program.
  • Key outcomes included awareness of one's care manager and the number of topics with "very helpful" interactions, analyzed with patient demographics and attitudes.

Main Results:

  • 74% of patients were aware of their care manager, with higher awareness among women and those longer in the program.
  • 81.3% found at least one interaction with their care team "very helpful," particularly those aware of their care manager.
  • Awareness of the care manager predicted more "very helpful" interactions across various health and social determinants topics.

Conclusions:

  • High-risk patients reported valuable interactions with care teams, especially when they knew their care manager.
  • Enhancing care manager awareness may optimize participant engagement and the effectiveness of care management programs.