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Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre
OBJECTIVES: This study aimed to explore the service needs and preferences of frequent emergency department users with mental health and addictions concerns who participated in a brief intensive case management intervention. METHODS: We conducted semi-structured individual interviews with 20 frequent...
Autores principales: | , , , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Public Library of Science
2016
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5176181/ https://www.ncbi.nlm.nih.gov/pubmed/28002491 http://dx.doi.org/10.1371/journal.pone.0168782 |
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author | Kahan, Deborah Poremski, Daniel Wise-Harris, Deborah Pauly, Daniel Leszcz, Molyn Wasylenki, Donald Stergiopoulos, Vicky |
author_facet | Kahan, Deborah Poremski, Daniel Wise-Harris, Deborah Pauly, Daniel Leszcz, Molyn Wasylenki, Donald Stergiopoulos, Vicky |
author_sort | Kahan, Deborah |
collection | PubMed |
description | OBJECTIVES: This study aimed to explore the service needs and preferences of frequent emergency department users with mental health and addictions concerns who participated in a brief intensive case management intervention. METHODS: We conducted semi-structured individual interviews with 20 frequent emergency department users with mental health and addictions challenges, 13 service providers involved in the delivery of a brief case management intervention, and a focus group with intervention case managers. Thematic analysis was used to explore perceived service user profiles, service needs and preferences of care. RESULTS: Service users experienced complex health and social needs and social isolation, while exhibiting resilience and the desire to contribute. They described multiple instances of stigmatization in interactions with healthcare professionals. Components of the brief intensive case management intervention perceived to be helpful included system navigation, advocacy, intermediation, and practical needs assistance. Frequent service users valued relational responsiveness, a non-judgmental stance, and a recovery orientation in case managers. CONCLUSION: Interventions for frequent service users in mental health may be enhanced by focusing on the engagement of formal and informal social supports, practical needs assistance, system navigation, advocacy and intermediation, and attention to the recovery goals of service users. |
format | Online Article Text |
id | pubmed-5176181 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2016 |
publisher | Public Library of Science |
record_format | MEDLINE/PubMed |
spelling | pubmed-51761812017-01-04 Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre Kahan, Deborah Poremski, Daniel Wise-Harris, Deborah Pauly, Daniel Leszcz, Molyn Wasylenki, Donald Stergiopoulos, Vicky PLoS One Research Article OBJECTIVES: This study aimed to explore the service needs and preferences of frequent emergency department users with mental health and addictions concerns who participated in a brief intensive case management intervention. METHODS: We conducted semi-structured individual interviews with 20 frequent emergency department users with mental health and addictions challenges, 13 service providers involved in the delivery of a brief case management intervention, and a focus group with intervention case managers. Thematic analysis was used to explore perceived service user profiles, service needs and preferences of care. RESULTS: Service users experienced complex health and social needs and social isolation, while exhibiting resilience and the desire to contribute. They described multiple instances of stigmatization in interactions with healthcare professionals. Components of the brief intensive case management intervention perceived to be helpful included system navigation, advocacy, intermediation, and practical needs assistance. Frequent service users valued relational responsiveness, a non-judgmental stance, and a recovery orientation in case managers. CONCLUSION: Interventions for frequent service users in mental health may be enhanced by focusing on the engagement of formal and informal social supports, practical needs assistance, system navigation, advocacy and intermediation, and attention to the recovery goals of service users. Public Library of Science 2016-12-21 /pmc/articles/PMC5176181/ /pubmed/28002491 http://dx.doi.org/10.1371/journal.pone.0168782 Text en © 2016 Kahan et al http://creativecommons.org/licenses/by/4.0/ This is an open access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. |
spellingShingle | Research Article Kahan, Deborah Poremski, Daniel Wise-Harris, Deborah Pauly, Daniel Leszcz, Molyn Wasylenki, Donald Stergiopoulos, Vicky Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title | Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title_full | Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title_fullStr | Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title_full_unstemmed | Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title_short | Perceived Case Management Needs and Service Preferences of Frequent Emergency Department Users: Lessons Learned in a Large Urban Centre |
title_sort | perceived case management needs and service preferences of frequent emergency department users: lessons learned in a large urban centre |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5176181/ https://www.ncbi.nlm.nih.gov/pubmed/28002491 http://dx.doi.org/10.1371/journal.pone.0168782 |
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