Generating Hypotheses about Care Needs of High Utilizers: Lessons from Patient Interviews

Dawn B. Mautner
Hauchie Pang
Jeffrey C. Brenner
Judy A. Shea
Kennen S. Gross
Rosemary Frasso
Carolyn C. Cannuscio
Peer-Reviewed Article
September 2013

Literature about complex care management rarely represents the patient’s perspective. This resource describes a study based on interviews with 19 patients of the Camden Coalition of Healthcare Providers’ Care Management Team.

  • The interviews identified three key themes: early-life instability and traumas, a history of difficult interactions with health care providers, and the importance of caring relationships with the care management team.
  • Many persons with complex needs report feeling disrespected by health care providers, which can make them less likely to take medication or attend appointments. Respectful relationships are an essential part of care.
  • Researchers should test modes of care such as screening for a history of childhood instability.
  • Future research should further explore the impact of factors such as childhood trauma and relationships with health care providers.
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