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Factors That Influence Home Care Case Managers' Work and Workload.
Kimberly Fraser1, Lisa Garland Baird, Daley Laing
1Kimberly Fraser, PhD, is Associate Professor, University of Alberta, Edmonton, Alberta, Canada. Lisa Garland Baird, PhD, University of Alberta, Edmonton, Alberta, Canada. Daley Laing, MA, is Research Assistant, University of Alberta, Edmonton, Alberta, Canada. Jonathan Lai, MSc, is Research Assistant, University of Alberta, Edmonton, Alberta, Canada. Neelam Saleem Punjani, MScN, is Research Assistant, University of Alberta, Edmonton, Alberta, Canada.
Home care case managers face increasing workloads due to rising client numbers and complexity. Understanding structural, operational, and individual factors is vital for managing their demanding work effectively.
Area of Science:
- Home care services
- Case management
- Healthcare administration
Background:
- Home care services are expanding globally, increasing pressure on programs to manage more clients efficiently.
- Case managers' roles are intensifying due to rising client numbers and complexity, without proportional resource increases.
- Understanding factors influencing case manager work and workload is crucial amidst growing demands.
Purpose of the Study:
- To explore the multifaceted factors influencing the work and workload of home care case managers.
- To identify key determinants affecting the daily practice and capacity of case managers.
Main Methods:
- An ethnographic approach was employed in 3 urban/suburban home care offices in Alberta, Canada.
- Data were collected from 28 case managers, 3 site managers, and 1 project lead via interviews, observation, journaling, and focus groups.
- Purposive sampling focused on case managers with predominantly long-term clients.
Main Results:
- Case manager work is defined by the quantity/type of tasks and the time/energy required for completion.
- Factors influencing work and workload were categorized into structural, operational, and individual domains.
- Workload encompasses direct care, assessments, problem-solving, rapport building, caseload management, and emotional labor.
Conclusions:
- Interactions between structural, operational, and individual factors significantly shape case managers' work and workload.
- The study highlights the 'invisible' and emotional aspects of case management work.
- Recognizing and legitimizing case managers' complex roles is essential for transforming home care and case management practices.