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Experiences of case managers in providing person-centered and integrated care based on the Chronic Care Model: A qualitative study on embrace

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  • Ronald J Uittenbroek
  • Sijrike F van der Mei
  • Karin Slotman
  • Sijmen A Reijneveld
  • Klaske Wynia

Abstract

Background: Due to the rise in the number of older adults within the population, healthcare demands are changing drastically, all while healthcare expenditure continues to grow. Person-centered and integrated-care models are used to support the redesigning the provision of care and support. Little is known, however, about how redesigning healthcare delivery affects the professionals involved. Objectives: To explore how district nurses and social workers experience their new professional roles as case managers within Embrace, a person-centered and integrated-care service for community-living older adults. Methods: We performed a qualitative study consisting of in-depth interviews with case managers (district nurses, n = 6; social workers, n = 5), using a topic-based interview guide. Audiotaped interviews were transcribed verbatim and analyzed using qualitative content analysis. Results: The experiences of the case managers involved four major themes: 1) the changing relationship with older adults, 2) establishing the case-manager role, 3) the case manager’s toolkit, and 4) the benefits of case management. Within these four themes, subthemes addressed the shift to a person-centered approach, building a relationship of trust, the process of case management, knowledge and experience, competencies of and requirements for case managers, and the differences in professional background. Discussion: We found that this major change in role was experienced as a learning process, one that provided opportunities for personal and professional growth. Case managers felt that they were able to make a difference, and found their new roles satisfying and challenging, although stressful at times. Ongoing training and support were found to be a prerequisite in helping to shift the focus towards person-centered and integrated care.

Suggested Citation

  • Ronald J Uittenbroek & Sijrike F van der Mei & Karin Slotman & Sijmen A Reijneveld & Klaske Wynia, 2018. "Experiences of case managers in providing person-centered and integrated care based on the Chronic Care Model: A qualitative study on embrace," PLOS ONE, Public Library of Science, vol. 13(11), pages 1-14, November.
    • Handle: RePEc:plo:pone00:0207109
    DOI: 10.1371/journal.pone.0207109
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    References listed on IDEAS

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    1. Nuño, Roberto & Coleman, Katie & Bengoa, Rafael & Sauto, Regina, 2012. "Integrated care for chronic conditions: The contribution of the ICCC Framework," Health Policy, Elsevier, vol. 105(1), pages 55-64.
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    2. Sanne J. Kuipers & Anna P. Nieboer & Jane M. Cramm, 2021. "Easier Said Than Done: Healthcare Professionals’ Barriers to the Provision of Patient-Centered Primary Care to Patients with Multimorbidity," IJERPH, MDPI, vol. 18(11), pages 1-18, June.

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