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Patients' Perspectives of Care Management: A Qualitative Study
Ann S. O’Malley, MD, MPH; Deborah Peikes, PhD, MPA; Claire Wilson, PhD; Rachel Gaddes, MPH; Victoria Peebles, MSW; Timothy J. Day, MSPH; and Janel Jin, MSPH
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Patients' Perspectives of Care Management: A Qualitative Study

Ann S. O’Malley, MD, MPH; Deborah Peikes, PhD, MPA; Claire Wilson, PhD; Rachel Gaddes, MPH; Victoria Peebles, MSW; Timothy J. Day, MSPH; and Janel Jin, MSPH
Risk-stratified care management is a cornerstone of patient-centered medical home models, but studies on patients’ perspectives of it are scarce. We explored patients’ experiences with care management, what they found useful, and what needs improvement.
Patients who reported regular contact with their care manager or a willingness to engage in care management noted its numerous benefits, but challenges to engaging patients in care management remain. Future research on their experiences with care management might include how researchers and practices could best gather patient feedback, particularly when patients’ frailty or lack of time make this challenging. Research on the best language to use with patients and providers to refer to care management and care plans and effective ways to gain and maintain patient buy-in would also be helpful. 

Ongoing assessment of patients’ experiences and engagement with care management is essential. As active partners in care management, patients’ feedback can help inform both internal practice processes as well as how care managers, clinicians, and staff engage with patients.

Author Affiliations: Mathematica Policy Research (ASO, DP, VP), Washington, DC; Insight Policy Research (CW, RG), Arlington, VA; Centers for Medicare & Medicaid Services (TJD, JJ), Baltimore, MD.

Source of Funding: Department of Health and Human Services, CMS, under contract HHSM-500-2010-00026I/HHSM-500-T0006. The contents of this publication are solely the responsibility of the authors and do not necessarily represent the official views of the US Department of Health and Human Services or any of its agencies.

Author Disclosures: The authors report no relationship or financial interest with any entity that would pose a conflict of interest with the subject matter of this article.  

Authorship Information: Concept and design (ASO, DP, TJD); acquisition of data (CW, RG, VP); analysis and interpretation of data (ASO, DP, CW, RG, JJ); drafting of the manuscript (ASO, DP, CW, TJD); critical revision of the manuscript for important intellectual content (ASO, DP, VP, TJD, JJ); provision of patients or study materials (ASO, RG); obtaining funding (ASO, DP); administrative, technical, or logistic support (ASO, RG, VP, TJD, JJ); and supervision (ASO, DP). 

Address Correspondence to: Ann S. O’Malley, MD, MPH, Mathematica Policy Research, 1100 1st St, NE, 12th Fl, Washington, DC 20002-4221. E-mail: 

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