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ABSTRACT: Objective
With the onset of the COVID-19 pandemic, telehealth case management (TCM) was introduced in primary care for patients requiring care by distance. While not all healthcare needs can be addressed via telehealth, the use of information and communication technology to support healthcare delivery has the potential to contribute to the management of patients with chronic conditions and associated complex care needs. However, few qualitative studies have documented stakeholders' perceptions of TCM. This study aimed to describe patients', primary care providers' and clinic managers' perceptions of the use of a nurse-led TCM intervention for primary care patients with complex care needs.Design
Qualitative descriptive study.Setting
Three primary care clinics in three Canadian provinces.Participants
Patients with complex care needs (n=30), primary care providers (n=11) and clinic managers (n=2) participated in qualitative individual interviews and focus groups.Intervention
TCM intervention was delivered by nurse case managers over a 6-month period.Results
Participants' perceptions of the TCM intervention were summarised in three themes: (1) improved patient access, comfort and sense of reassurance; (2) trusting relationships and skilled nurse case managers; (3) activities more suitable for TCM. TCM was a generally accepted mode of primary care delivery, had many benefits for patients and providers and worked well for most activities that do not require physical assessment or treatment. Participants found TCM to be useful and a viable alternative to in-person care.Conclusions
TCM improves access to care and is successful when a relationship of trust between the nurse case manager and patient can develop over time. Healthcare policymakers and primary care providers should consider the benefits of TCM and promote this mode of delivery as a complement to in-person care for patients with complex care needs.
SUBMITTER: Delahunty-Pike A
PROVIDER: S-EPMC10582901 | biostudies-literature | 2023 Oct
REPOSITORIES: biostudies-literature
Delahunty-Pike Alannah A Lambert Mireille M Schwarz Charlotte C Howse Dana D Bisson Mathieu M Aubrey-Bassler Kris K Burge Fred F Chouinard Maud-Christine MC Doucet Shelley S Luke Alison A Macdonald Marilyn M Zed Joanna J Taylor Jennifer J Hudon Catherine C
BMJ open 20231016 10
<h4>Objective</h4>With the onset of the COVID-19 pandemic, telehealth case management (TCM) was introduced in primary care for patients requiring care by distance. While not all healthcare needs can be addressed via telehealth, the use of information and communication technology to support healthcare delivery has the potential to contribute to the management of patients with chronic conditions and associated complex care needs. However, few qualitative studies have documented stakeholders' perce ...[more]