A Qualitative Evaluation of Patient-Perceived Benefits and Barriers to Participation in a Telephone Care Management Program. Issue 2 (November 2015)

• Record Type: Journal Article
• Authors: Jubelt, Lindsay E.; Volpp, Kevin G.; Gatto, Dana E.; Friedman, Joelle Y.; Shea, Judy A.
• Is Part Of: American journal of health promotion. Volume 30, Issue 2(2016)
• Page Start: 117
• Page End: 119
• Publication Date: 2015-11
• Subjects: Patient-Centered Care -- Patient Care Management -- Care Coordination -- Disease Management -- Chronic Disease -- Health Behavior -- Prevention Research -- Manuscript format: research -- Research purpose: descriptive -- Study design: qualitative -- Outcome measure: patient-reported themes -- Setting: national -- Health focus: chronic disease management, including fitness/physical activity, stress management and weight control -- Strategy: education and skill building/behavior change -- Target population age: adults; Health promotion -- Periodicals; Health Promotion; Health promotion; Periodicals; Periodicals; 613.05
• DOI: 10.4278/ajhp.131203-ARB-610
• Languages: English
• ISSNs: 0890-1171

Abstract

Purpose: To examine why high-risk individuals targeted for a telephone care management program participated at low rates. Design: Study design consisted of qualitative, semistructured interviews. Setting: The setting was a large national insurer's telephone-based care management program. The program employed registered nurses to provide individually tailored education and counseling about health and health care. Subjects: Study subjects comprised members of a national insurer who were recruited to participate in a care management program but had either dropped out of the program after a short period of initial engagement or had never participated despite recruitment efforts. Measures: Interview content was divided into four categories: knowledge of the case management program, barriers to program participation, perceptions of benefits of the program, and suggestions for program improvement. Analysis: Investigators conducted a directed content analysis. Results: The most commonly cited barriers to participation were a lack of perceived need and a sense of distrust toward the program and its staff. The most commonly cited benefits were psychosocial support and goal setting. Conclusion: Care management programs may benefit from changes to how insurance plan members are selected for the program and from adjusting program content to address perceived needs among members.