TY - JOUR
T1 - Consumer experiences of care coordination for people living with chronic conditions and other complex needs
T2 - An inclusive and co-produced research study
AU - Pereira, Robert B.
AU - Brown, Timothy L.
AU - Guida, Alison
AU - Hyett, Nerida
AU - Nolan, Mary
AU - Oppedisano, Consumer Lidia
AU - Riley, Kayla
AU - Walker, Grace
N1 - Publisher Copyright:
© AHHA 2021
PY - 2021/8
Y1 - 2021/8
N2 - Objective. The aim of this study was to explore consumer experiences of care coordination within Barwon Health's Hospital Admission Risk Program (HARP) located in Geelong, Victoria. Methods. The study design was qualitative description informed by phenomenology and inclusive and co-production methodology. Semi-structured interviews were conducted with a purposive sample of six consumers living with chronic conditions and other complex needs. Participants were asked about their lived experience related to accessing the service, communication, and health and supports before and after accessing the service using an interview guide. Interviews were audio-recorded and transcribed verbatim for thematic analysis. Results. Five themes were identified: (1) experiencing authentic, values-based care; (2) collaborative care and working together; (3) gaining independence; (4) improved health and quality of life; and (5) limited understanding of HARP at the start. Overall, participants' experiences were positive, which related to improved health, quality of life, and sustainable supports. Although gains were experienced, most of the participants identified that their knowledge of HARP was limited when services commenced, which is an area for service improvement. Conclusion. This research begins to address the knowledge gap related to consumer experiences of care coordination. Findings highlight the importance of providing person-centred, authentic and values-based care, listening authentically, and promoting consumer voice within services. The study demonstrates that inclusive, co-design research is feasible in this service context, and further research is recommended into how stakeholders understand the function of care coordination services to promote health and prevent hospital readmissions, and improve consumer participation.
AB - Objective. The aim of this study was to explore consumer experiences of care coordination within Barwon Health's Hospital Admission Risk Program (HARP) located in Geelong, Victoria. Methods. The study design was qualitative description informed by phenomenology and inclusive and co-production methodology. Semi-structured interviews were conducted with a purposive sample of six consumers living with chronic conditions and other complex needs. Participants were asked about their lived experience related to accessing the service, communication, and health and supports before and after accessing the service using an interview guide. Interviews were audio-recorded and transcribed verbatim for thematic analysis. Results. Five themes were identified: (1) experiencing authentic, values-based care; (2) collaborative care and working together; (3) gaining independence; (4) improved health and quality of life; and (5) limited understanding of HARP at the start. Overall, participants' experiences were positive, which related to improved health, quality of life, and sustainable supports. Although gains were experienced, most of the participants identified that their knowledge of HARP was limited when services commenced, which is an area for service improvement. Conclusion. This research begins to address the knowledge gap related to consumer experiences of care coordination. Findings highlight the importance of providing person-centred, authentic and values-based care, listening authentically, and promoting consumer voice within services. The study demonstrates that inclusive, co-design research is feasible in this service context, and further research is recommended into how stakeholders understand the function of care coordination services to promote health and prevent hospital readmissions, and improve consumer participation.
KW - Care coordination
KW - Chronic condition management
KW - Consumer-centred care
KW - Health services research
KW - Inclusive research
KW - Knowledge co-production
KW - Listening
KW - Models of care
UR - http://www.scopus.com/inward/record.url?scp=85100888949&partnerID=8YFLogxK
U2 - 10.1071/AH20108
DO - 10.1071/AH20108
M3 - Article
C2 - 33588988
AN - SCOPUS:85100888949
SN - 0156-5788
VL - 45
SP - 472
EP - 484
JO - Australian Health Review
JF - Australian Health Review
IS - 4
ER -