Community Mental Health Services for Frequent Emergency Department Users: A Qualitative Study of Outcomes Perceived by Program Clients and Case Managers.
Jonathan Samosh, Ayda Agha, Donna Pettey, John Sylvestre, Tim Aubry
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Abstract
Purpose of study: This study aimed to investigate the perceived outcomes and mechanisms of change of a community mental health service combining system navigation and intensive case management supports for frequent emergency department users presenting with mental illness or addiction.
Primary practice setting: The study setting was a community mental health agency receiving automated referrals directly from hospitals in a midsize Canadian city for all individuals attending an emergency department two or more times within 30 days for mental illness or addiction.
Methodology and sample: Qualitative interviews with 15 program clients. Focus groups with six program case managers. Data were analyzed using pragmatic qualitative thematic analysis.
Results: Participants generally reported perceiving that the program contributed to reduced emergency department use, reduced mental illness symptom severity, and improved quality of life. Perceived outcomes were more mixed for outcomes related to addiction. Reported mechanisms of change emphasized the importance of positive working relationships between program clients and case managers, as well as focused efforts to develop practical skills.
Implications for case management practice: Community mental health services including intensive case management for frequent emergency department users presenting with mental illness or addiction were perceived to effectively address client needs while reducing emergency department resource burden. Similar programs should emphasize the development of consistent and warm working relationships between program clients and case managers, as well as practical skills development to support client health and well-being.
期刊介绍：
Professional Case Management: The Leader in Evidence-Based Practice is a peer-reviewed, contemporary journal that crosses all case management settings. The Journal features best practices and industry benchmarks for the professional case manager and also features hands-on information for case managers new to the specialty. Articles focus on the coordination of services, management of payer issues, population- and disease-specific aspects of patient care, efficient use of resources, improving the quality of care/patient safety, data and outcomes analysis, and patient advocacy. The Journal provides practical, hands-on information for day-to-day activities, as well as cutting-edge research.
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