Case management, how, for whom and in what circumstances.


  • University of Sherbrooke Hospital Center
  • Department of Family Medicine and Emergency Medicine of the Université de Sherbrooke
  • Canadian Institute of Health Research (CIHR)
  • Primary Health Care and social services university intitute – Estrie health autority-Sherbrooke academic health centre
  • Newfoundland and Labrador Medical Association
  • Réseau-1 Québec
  • Saskatchewan Health Research Foundation
  • University of Quebec in Chicoutimi

How and in what context does primary care case management for frequent users improve outcomes for frequent users with chronic conditions?

Supportive contexts, such as good access to care, an experienced and reliable case manager, the provision of comprehensive care, and the maintenance of positive interactions with patients, contribute to case manager and patient engagement in case management and produce positive outcomes, such as greater satisfaction, improved health status, self-management, adherence to care, and quality of life, when the following mechanisms are triggered: patients and clinicians feel supported, respected, accepted, engaged, and committed; and patients feel less anxious, more secure, and able to self-manage.

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