Patients' perspectives of care management: a qualitative study

Area of Science:

• Health Services Research
• Patient-Centered Care
• Qualitative Research

Background:

• Risk-stratified care management is integral to patient-centered medical homes.
• Limited research exists on patient perspectives of care management.
• Understanding patient experiences is crucial for optimizing care management models.

Purpose of the Study:

• To explore patients' experiences with care management.
• To identify aspects of care management that patients find useful.
• To determine areas for improvement in care management services.

Main Methods:

• Qualitative study using semi-structured telephone interviews.
• 43 high-risk patients or caregivers were interviewed across 11 primary care practices.
• Care management was provided by nurse care managers or physicians.

Main Results:

• Patient perceptions of care management were varied.
• Patients with regular, positive interactions valued care managers who listened, explained conditions clearly, and assisted with navigation and follow-up.
• A significant minority of patients could not identify their nurse care manager, and external care managers caused confusion.

Conclusions:

• Physician introductions and clear role definitions can enhance patient engagement.
• Offering care management to interested patients and improving coordination with external care managers are key.
• Standardizing terminology and care plan roles are necessary for effective care management.