array:23 [ "pii" => "S1130862120305143" "issn" => "11308621" "doi" => "10.1016/j.enfcli.2020.10.017" "estado" => "S300" "fechaPublicacion" => "2021-04-01" "aid" => "1703" "copyright" => "Elsevier España, S.L.U.. All rights reserved" "copyrightAnyo" => "2020" "documento" => "article" "crossmark" => 1 "subdocumento" => "fla" "cita" => "Enferm Clin. 2021;31 Supl 2:S50-S53" "abierto" => array:3 [ "ES" => false "ES2" => false "LATM" => false ] "gratuito" => false "lecturas" => array:1 [ "total" => 0 ] "itemSiguiente" => array:18 [ "pii" => "S1130862120305155" "issn" => "11308621" "doi" => "10.1016/j.enfcli.2020.10.018" "estado" => "S300" "fechaPublicacion" => "2021-04-01" "aid" => "1704" "copyright" => "Elsevier España, S.L.U." "documento" => "article" "crossmark" => 1 "subdocumento" => "fla" "cita" => "Enferm Clin. 2021;31 Supl 2:S54-S57" "abierto" => array:3 [ "ES" => false "ES2" => false "LATM" => false ] "gratuito" => false "lecturas" => array:1 [ "total" => 0 ] "en" => array:10 [ "idiomaDefecto" => true "titulo" => "Ambivalence of mothers’ emotions in dealing with aggressive behavior from mentally ill adult children" "tienePdf" => "en" "tieneTextoCompleto" => "en" "tieneResumen" => "en" "paginas" => array:1 [ 0 => array:2 [ "paginaInicial" => "S54" "paginaFinal" => "S57" ] ] "contieneResumen" => array:1 [ "en" => true ] "contieneTextoCompleto" => array:1 [ "en" => true ] "contienePdf" => array:1 [ "en" => true ] "autores" => array:1 [ 0 => array:2 [ "autoresLista" => "Safra Ria Kurniati, Novy Helena Catharina Daulima, Herni Susanti" "autores" => array:3 [ 0 => array:2 [ "nombre" => "Safra Ria" "apellidos" => "Kurniati" ] 1 => array:2 [ "nombre" => "Novy Helena Catharina" "apellidos" => "Daulima" ] 2 => array:2 [ "nombre" => "Herni" "apellidos" => "Susanti" ] ] ] ] ] "idiomaDefecto" => "en" "EPUB" => "https://multimedia.elsevier.es/PublicationsMultimediaV1/item/epub/S1130862120305155?idApp=UINPBA00004N" "url" => "/11308621/00000031000000S2/v2_202104141019/S1130862120305155/v2_202104141019/en/main.assets" ] "itemAnterior" => array:18 [ "pii" => "S1130862120305131" "issn" => "11308621" "doi" => "10.1016/j.enfcli.2020.10.016" "estado" => "S300" "fechaPublicacion" => "2021-04-01" "aid" => "1702" "copyright" => "Elsevier España, S.L.U." "documento" => "article" "crossmark" => 1 "subdocumento" => "fla" "cita" => "Enferm Clin. 2021;31 Supl 2:S45-S49" "abierto" => array:3 [ "ES" => false "ES2" => false "LATM" => false ] "gratuito" => false "lecturas" => array:1 [ "total" => 0 ] "en" => array:10 [ "idiomaDefecto" => true "titulo" => "Low compliance, limited facilities, and insufficient budget funds become obstacles in the implementation of infection and prevention control programs: A phenomenology study" "tienePdf" => "en" "tieneTextoCompleto" => "en" "tieneResumen" => "en" "paginas" => array:1 [ 0 => array:2 [ "paginaInicial" => "S45" "paginaFinal" => "S49" ] ] "contieneResumen" => array:1 [ "en" => true ] "contieneTextoCompleto" => array:1 [ "en" => true ] "contienePdf" => array:1 [ "en" => true ] "autores" => array:1 [ 0 => array:2 [ "autoresLista" => "Mira Damayanti, Hanny Handiyani" "autores" => array:2 [ 0 => array:2 [ "nombre" => "Mira" "apellidos" => "Damayanti" ] 1 => array:2 [ "nombre" => "Hanny" "apellidos" => "Handiyani" ] ] ] ] ] "idiomaDefecto" => "en" "EPUB" => "https://multimedia.elsevier.es/PublicationsMultimediaV1/item/epub/S1130862120305131?idApp=UINPBA00004N" "url" => "/11308621/00000031000000S2/v2_202104141019/S1130862120305131/v2_202104141019/en/main.assets" ] "en" => array:17 [ "idiomaDefecto" => true "titulo" => "The experiences of newly-appointed case managers" "tieneTextoCompleto" => true "paginas" => array:1 [ 0 => array:2 [ "paginaInicial" => "S50" "paginaFinal" => "S53" ] ] "autores" => array:1 [ 0 => array:4 [ "autoresLista" => "Muhammad Chandra, Enie Novieastari, Tuti Nuraini" "autores" => array:3 [ 0 => array:2 [ "nombre" => "Muhammad" "apellidos" => "Chandra" ] 1 => array:2 [ "nombre" => "Enie" "apellidos" => "Novieastari" ] 2 => array:4 [ "nombre" => "Tuti" "apellidos" => "Nuraini" "email" => array:1 [ 0 => "tutinfik@ui.ac.id" ] "referencia" => array:1 [ 0 => array:2 [ "etiqueta" => "<span class="elsevierStyleSup">*</span>" "identificador" => "cor0005" ] ] ] ] "afiliaciones" => array:1 [ 0 => array:2 [ "entidad" => "Faculty of Nursing, Universitas Indonesia, Depok, West Java, Indonesia" "identificador" => "aff0005" ] ] "correspondencia" => array:1 [ 0 => array:3 [ "identificador" => "cor0005" "etiqueta" => "⁎" "correspondencia" => "Corresponding author." ] ] ] ] "textoCompleto" => "<span class="elsevierStyleSections"><span id="sec0005" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0015">Introduction</span><p id="par0005" class="elsevierStylePara elsevierViewall">Patient-centered care (PCC) is a concept and standard of care that describes the organization of care systems for patients to improve the quality of care.<a class="elsevierStyleCrossRef" href="#bib0105"><span class="elsevierStyleSup">1</span></a> According to the Indonesian Hospital Accreditation Commission (Komisi Akreditasi Rumah Sakit/KARS), PCC services are implemented in the form of integrated patient care.<a class="elsevierStyleCrossRef" href="#bib0110"><span class="elsevierStyleSup">2</span></a> PCC requires good communication and coordination among all stakeholders. Role of the case manager is one of the strategies to integrate and coordinate patient care, as suggested by the Joint Commission International (JCI)<a class="elsevierStyleCrossRef" href="#bib0115"><span class="elsevierStyleSup">3</span></a> and also mandated by Indonesian KARS.<a class="elsevierStyleCrossRef" href="#bib0110"><span class="elsevierStyleSup">2</span></a> An article reported that the healthcare system is still fragmented hence needing the case management system.<a class="elsevierStyleCrossRef" href="#bib0120"><span class="elsevierStyleSup">4</span></a> It was also proven to be effective because it provides quality PCC and prioritizes service coordination.<a class="elsevierStyleCrossRef" href="#bib0125"><span class="elsevierStyleSup">5</span></a></p><p id="par0010" class="elsevierStylePara elsevierViewall">The case managers are required to have certain competencies to carry out their duties. One of the key skills is communication skill.<a class="elsevierStyleCrossRef" href="#bib0130"><span class="elsevierStyleSup">6</span></a> They must be able to communicate thoughts, feelings, and desires honestly to others without harming any party.<a class="elsevierStyleCrossRef" href="#bib0130"><span class="elsevierStyleSup">6</span></a> They can help to fulfill patients’ rights through effective communication with the relevant parties.<a class="elsevierStyleCrossRef" href="#bib0135"><span class="elsevierStyleSup">7</span></a></p><p id="par0015" class="elsevierStylePara elsevierViewall">Carrying out the task of case manager is not an easy matter. They must deal with various daily challenges, so they need strong support from all relevant stakeholders.<a class="elsevierStyleCrossRef" href="#bib0140"><span class="elsevierStyleSup">8</span></a> However, many barriers existed were not very welcoming to them, such us ineffective patient screening and screening reports by the head nurse or team leader.<a class="elsevierStyleCrossRefs" href="#bib0145"><span class="elsevierStyleSup">9,10</span></a> The further assessment found that they had insufficient training in regard to PCC, and the standard operating procedure (SOP) was yet to be developed.</p><p id="par0020" class="elsevierStylePara elsevierViewall">The case manager is still a novel concept in Indonesia. Consequently, the implementation may still be suboptimal. For the nurses appointed as case managers, the challenges of carrying out a new role in conditions with limited resources may be profound, especially when they are newly assigned to the position. It is thus of high importance to explore their experiences to improve the PCC system in general.</p></span><span id="sec0010" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0020">Methods</span><p id="par0025" class="elsevierStylePara elsevierViewall">This research was qualitative with a descriptive phenomenology approach. Using a purposive sampling method, we recruited 10 case managers who were actively working at the hospital, had previous case manager experience, had participated in the internal/external case manager training. Data collection was done through in-depth interviews and analyzed with Colaizzi's method. This research has passed the ethical clearance from the faculty of nursing and the hospital (a referral hospital in Jakarta, Indonesia). All participants had the study explained to them and gave informed consent before the interview.</p></span><span id="sec0015" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0025">Results</span><p id="par0030" class="elsevierStylePara elsevierViewall">Ten case managers (Female<span class="elsevierStyleHsp" style=""></span>=<span class="elsevierStyleHsp" style=""></span>9, Male<span class="elsevierStyleHsp" style=""></span>=<span class="elsevierStyleHsp" style=""></span>1) participated in the study. The participants were aged 35–52 years. Seven participants were Javanese, two participants were Bataknese, and one participant was Tapanulinese. All participants were registered nurses with bachelor of nursing education. The range of overall clinical work period was 10–31 years, while the length of work as a head nurse was 1.5–8 years and 1.1 years as a case manager.</p><p id="par0035" class="elsevierStylePara elsevierViewall">This study identified four themes related to the experience of newly-assigned case managers in carrying out their duties at the hospital, namely:</p><span id="sec0020" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0030">Theme 1: New case managers go through a challenging adaptation process</span><p id="par0040" class="elsevierStylePara elsevierViewall">After their assignment, case managers had to perform a dual role as the head nurse (previous position) and as the case manager. The transition was not smooth and led to confusion. The case managers stated that they were struggling to adapt to and manage their new role:<span class="elsevierStyleDisplayedQuote" id="dsq0005"><p id="spar0010" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“… when the hospital had the KARS accreditation, I was promoted as the case manager. It was difficult, as I did not know how to work on it while I was still heading the ward. So for a month, I performed a double job as a head nurse and the case manager. So in the beginning, our targets were not effectively achieved…” (P1).</span></p></span></p><p id="par0045" class="elsevierStylePara elsevierViewall">During the adaptation process, the case managers also needed to work with limited resources. Their role was also not widely recognized at that time, adding the layer of challenges to the newly-appointed case managers. The participants expressed their experiences as follows:<span class="elsevierStyleDisplayedQuote" id="dsq0010"><p id="spar0015" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“... Of course, when I got a new responsibility, I must adapt to it, improve myself – well, now I am a case manager.” (P1)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0015"><p id="spar0020" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“The doctors in charge and the regular doctors saw us like the security guards. When I arrived at the ward, they would be like: ‘Watch out, the spy is here”’(P5)</span></p></span></p><p id="par0050" class="elsevierStylePara elsevierViewall">While adapting to their new role, the participants capitalized on their experiences as the head nurse on the ward that made them already had the self-confidence to handle problems as the case manager. They also learned from sharing and discussion forums namely the pre/post conferences and case presentations with fellow nurses and clinicians. They mentioned that the discussion forum is needed to coordinate the solution to problems in the healthcare service:<span class="elsevierStyleDisplayedQuote" id="dsq0020"><p id="spar0025" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“...I am quite confident because I have the experience of management as the head nurse before.” (P3)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0025"><p id="spar0030" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“...When I was a head nurse, I often dealt with patients who had problems with services. The problems were mostly complex, […]. Over time I learned, […] then I became more familiar with the case manager's work.” (P6)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0030"><p id="spar0035" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“We do need a forum, so when we are facing challenges in the service, we can coordinate […] better through pre(/post)-conferences (and case presentations).” (P10)</span></p></span></p><p id="par0055" class="elsevierStylePara elsevierViewall">The participants also noted that it was important to improve their appearance and attitude when carrying out their new tasks as case manager. The following is an example of a participant's views on this:<span class="elsevierStyleDisplayedQuote" id="dsq0035"><p id="spar0040" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“Well, in doing the role as case manager, we have to have a good appearance. That is not of the utmost importance, though. [….] we have to be sensitive with the surrounding situation, and yes we must be polite and friendly.” (P4)</span></p></span></p></span><span id="sec0025" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0035">Theme 2: Carrying out the case manager roles and functions requires extensive knowledge and skills</span><p id="par0060" class="elsevierStylePara elsevierViewall">The participants mentioned that it takes a wide-ranging knowledge and skills to perform case manager roles. They have to acknowledge many areas beyond their core area of practice, be it in nursing or in the management area, be familiar with the hospital system to give practical information to patients and families. They also need skills in communication, documentation, and reporting, among many other managerial skills:<span class="elsevierStyleDisplayedQuote" id="dsq0040"><p id="spar0045" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“I think, as a manager, I need to widen my expertise, beyond my original area in pediatric nursing. I also need soft skills.” (P1)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0045"><p id="spar0050" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“… The ability to do lobbies. And at times, I have to explain about illness, or pathophysiology, treatment, or insurance, especially the government health service insurance.” (P8)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0050"><p id="spar0055" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“We have our expertise, so the case manager was appointed based on expertise, so we can talk to the doctors in confidence.” (P1)</span></p></span></p><p id="par0065" class="elsevierStylePara elsevierViewall">Moreover, the case managers had to develop and revise the policy documents related to their own work. The documents included SOP for case manager and clinical pathways:<span class="elsevierStyleDisplayedQuote" id="dsq0055"><p id="spar0060" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“Back then, twelve of us had to create the guidelines, apart from the clinical pathways. We also made the revisions according to the KARS standard.” (P10)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0060"><p id="spar0065" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“… It (SOP) did not exist before, so it was by us, to us.” (P8)</span></p></span></p></span><span id="sec0030" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0040">Theme 3: Case managers work in a highly-structured and systematic way</span><p id="par0070" class="elsevierStylePara elsevierViewall">It could be inferred from the participants’ statements that they carry out highly-structured and systematic work as case managers. Their work includes patient screening and validation, communicating effectively with patients and families, and carrying out the assessment, planning, implementation, evaluation, termination, and documentation. The following quotes represent this emerging theme:<span class="elsevierStyleDisplayedQuote" id="dsq0065"><p id="spar0070" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“They (head nurse or team leader) screen the patients, and then inform us: ‘We have a patient that need a case manager.’ …(then validation).” (P4)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0070"><p id="spar0075" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“Form A is for the assessment, so firstly we have to identify the patient's problem, and the service problem. After that, we make the plan, (best on case) […] we implement it, so we get into form B – implementation. [….] Then we do advocacy,..(base on case). Finally, we would do termination when the management problems are resolved…” (P1)</span></p></span></p></span><span id="sec0035" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0045">Theme 4: Case managers work to fulfill the needs of patients and families holistically</span><p id="par0075" class="elsevierStylePara elsevierViewall">Case managers carry out services to fulfill the patient's/families’ needs in a holistic way. The service includes facilitating communication through family meetings and case conferences, ensuring patient consultations with different departments work well, facilitating the spiritual needs, addressing cultural or religious barriers, assisting with financial or cost issues, and helping with direct nursing care needs. The following excerpts are the example:<span class="elsevierStyleDisplayedQuote" id="dsq0075"><p id="spar0080" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“After the case conference, we will continue to have the family meeting. That's where we play our role to coordinate with the family.” (P1)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0080"><p id="spar0085" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“We were coordinating with the head nurse, …(consultation problems)… Then I would also discuss with the doctor in charge.” (P2)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0085"><p id="spar0090" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“… We coordinate with the ward, and coordinate with the family: ‘Do you need spiritual services?’ ….” (P1)</span></p></span><span class="elsevierStyleDisplayedQuote" id="dsq0090"><p id="spar0095" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleItalic">“There was a patient who refused blood transfusion, due to a faith problem, aqeedah problem, […] so we consulted clergy who understand more about religious practices.” (P1)</span></p></span></p></span></span><span id="sec0040" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0050">Discussion</span><p id="par0080" class="elsevierStylePara elsevierViewall">A case manager is a professional who works to manage the services of patients in hospitals.<a class="elsevierStyleCrossRef" href="#bib0110"><span class="elsevierStyleSup">2</span></a> It is usually appointed internally by a health organization and follows the internal processes.<a class="elsevierStyleCrossRef" href="#bib0155"><span class="elsevierStyleSup">11</span></a> Our study findings the case manager's role in supporting the nursing staff to provide the best care for the patients,<a class="elsevierStyleCrossRefs" href="#bib0160"><span class="elsevierStyleSup">12,13</span></a> not as a direct provider, but as a manager of care services problems (such as extended hospital stay, payment problem).<a class="elsevierStyleCrossRefs" href="#bib0110"><span class="elsevierStyleSup">2,5,12</span></a> Communication is very important in times of change for an organization.<a class="elsevierStyleCrossRef" href="#bib0170"><span class="elsevierStyleSup">14</span></a> It is also useful for dealing with resistance to change<a class="elsevierStyleCrossRef" href="#bib0170"><span class="elsevierStyleSup">14</span></a> and achieving better outcomes for both hospital and patient.<a class="elsevierStyleCrossRef" href="#bib0175"><span class="elsevierStyleSup">15</span></a> The results of the study also show that nurses who have just taken on the role of case manager were trying to adapt to the new position despite the various limitations that exist. It was clear that they had good interpersonal motivation, which is of utmost importance to carry out their roles.<a class="elsevierStyleCrossRef" href="#bib0180"><span class="elsevierStyleSup">16</span></a></p><p id="par0085" class="elsevierStylePara elsevierViewall">Extensive expertise and insight are also needed by case managers. This is mentioned in the case manager guide that needing additional training to increase the case ‘manager's skills and knowledge.<a class="elsevierStyleCrossRef" href="#bib0160"><span class="elsevierStyleSup">12</span></a> Soft skills related to psycho-socio-cultural aspects, interpersonal communication with patients, and other support systems are among the essential skills of the case manager.<a class="elsevierStyleCrossRefs" href="#bib0125"><span class="elsevierStyleSup">5,17,18</span></a> Apart from that, they must be well-informed about management-related issues (such as financing and national health insurance).<a class="elsevierStyleCrossRef" href="#bib0160"><span class="elsevierStyleSup">12</span></a> However, case managers in this study were yet to receive sufficient training related to these various additional capabilities.</p><p id="par0090" class="elsevierStylePara elsevierViewall">The participants revealed that case managers’ work procedures are structured and systematic. The structured process of patient identification, screening, assessment, planning, implementation, evaluation, and termination is in accordance with the guidelines of KARS.<a class="elsevierStyleCrossRefs" href="#bib0120"><span class="elsevierStyleSup">4,5,12</span></a> This finding confirms that patient service management and the regulations at the hospital in which the study was conducted conformed to the hospital accreditation standards.</p><p id="par0095" class="elsevierStylePara elsevierViewall">Furthermore, the results of this study indicate that case managers coordinate services to meet the needs of patients and their families holistically, which is also referred to the hospital accreditation standard related to involving and empowering patients and families.<a class="elsevierStyleCrossRef" href="#bib0110"><span class="elsevierStyleSup">2</span></a> They assist with case conferences and family meetings, interdepartmental patient consultation, spiritual services, patient cultural needs/beliefs, and financial problems.</p><p id="par0100" class="elsevierStylePara elsevierViewall">Case managers play a role in dealing with patient/family complaints. These complaints may relate to various aspects such as medication, communication, safety and service quality, hospital service management, and patients’ relations with the hospital staff.<a class="elsevierStyleCrossRef" href="#bib0195"><span class="elsevierStyleSup">19</span></a> The hospital, through the case manager, is responsible for managing patient and family complaints.<a class="elsevierStyleCrossRef" href="#bib0200"><span class="elsevierStyleSup">20</span></a> This demonstrates the idea of PCC in the hospital accreditation standard.<a class="elsevierStyleCrossRef" href="#bib0110"><span class="elsevierStyleSup">2</span></a></p></span><span id="sec0045" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0055">Conclusion</span><p id="par0105" class="elsevierStylePara elsevierViewall">The study findings indicate the need for training to support case managers’ skills and knowledge. Case managers should also maintain and continually improve the learning process through pre/post conferences (discussion forum) and case presentations (special case sharing and discussion). The hospital management needs to increase support in the form of debriefings related to inter-professional collaboration, service coordination, holistic care approach, preparation of documents related to hospital services, preceptorship activities for new case manager candidates, and better facilities to support case managers’ performance.</p></span><span id="sec0050" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0060">Conflict of interest</span><p id="par0110" class="elsevierStylePara elsevierViewall">The authors declare no conflict of interest.</p></span></span>" "textoCompletoSecciones" => array:1 [ "secciones" => array:10 [ 0 => array:3 [ "identificador" => "xres1496478" "titulo" => "Abstract" "secciones" => array:1 [ 0 => array:1 [ "identificador" => "abst0005" ] ] ] 1 => array:2 [ "identificador" => "xpalclavsec1358839" "titulo" => "Keywords" ] 2 => array:2 [ "identificador" => "sec0005" "titulo" => "Introduction" ] 3 => array:2 [ "identificador" => "sec0010" "titulo" => "Methods" ] 4 => array:3 [ "identificador" => "sec0015" "titulo" => "Results" "secciones" => array:4 [ 0 => array:2 [ "identificador" => "sec0020" "titulo" => "Theme 1: New case managers go through a challenging adaptation process" ] 1 => array:2 [ "identificador" => "sec0025" "titulo" => "Theme 2: Carrying out the case manager roles and functions requires extensive knowledge and skills" ] 2 => array:2 [ "identificador" => "sec0030" "titulo" => "Theme 3: Case managers work in a highly-structured and systematic way" ] 3 => array:2 [ "identificador" => "sec0035" "titulo" => "Theme 4: Case managers work to fulfill the needs of patients and families holistically" ] ] ] 5 => array:2 [ "identificador" => "sec0040" "titulo" => "Discussion" ] 6 => array:2 [ "identificador" => "sec0045" "titulo" => "Conclusion" ] 7 => array:2 [ "identificador" => "sec0050" "titulo" => "Conflict of interest" ] 8 => array:2 [ "identificador" => "xack524185" "titulo" => "Acknowledgements" ] 9 => array:1 [ "titulo" => "References" ] ] ] "pdfFichero" => "main.pdf" "tienePdf" => true "fechaRecibido" => "2020-09-15" "fechaAceptado" => "2020-09-21" "PalabrasClave" => array:1 [ "en" => array:1 [ 0 => array:4 [ "clase" => "keyword" "titulo" => "Keywords" "identificador" => "xpalclavsec1358839" "palabras" => array:4 [ 0 => "Case manager" 1 => "Holistic care" 2 => "Patient-centered care" 3 => "Patient service manager" ] ] ] ] "tieneResumen" => true "resumen" => array:1 [ "en" => array:2 [ "titulo" => "Abstract" "resumen" => "<span id="abst0005" class="elsevierStyleSection elsevierViewall"><p id="spar0005" class="elsevierStyleSimplePara elsevierViewall">The objective of study is to explore the experience of the new case managers in carrying out their duties in the hospital. This study used a phenomenological approach by in-depth interview to 10 case managers (in a referral hospital in Jakarta, Indonesia) and Colaizzi's analysis method were used. Results of the study are new case managers go through a challenging adaptation process; carrying out the case manager role and functions requires extensive knowledge and skills; case managers work in a highly-structured and systematic way; case managers work to fulfill the needs of patients and families holistically. A hospital that has just established a case manager system needs to increase support case manager's skills and knowledge upgrading; Newly-Appointed Case Managers need skill in inter-professional collaboration, service coordination, and a holistic patient care approach.</p></span>" ] ] "NotaPie" => array:1 [ 0 => array:2 [ "etiqueta" => "☆" "nota" => "<p class="elsevierStyleNotepara" id="npar0005">Peer-review under responsibility of the scientific committee of the 4th International Conference for Global Health (ICGH) in conjunction with the 7th Asian International Conference in Humanized Health Care (AIC-HHC). Full-text and the content of it is under responsibility of authors of the article.</p>" ] ] "bibliografia" => array:2 [ "titulo" => "References" "seccion" => array:1 [ 0 => array:2 [ "identificador" => "bibs0015" "bibliografiaReferencia" => array:20 [ 0 => array:3 [ "identificador" => "bib0105" "etiqueta" => "1" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Patient-centered care in healthcare and its implementation in nursing" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "M.B. Natan" 1 => "O. Hochman" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "Int J Caring Sci" "fecha" => "2017" "volumen" => "10" "paginaInicial" => "596" "paginaFinal" => "600" ] ] ] ] ] ] 1 => array:3 [ "identificador" => "bib0110" "etiqueta" => "2" "referencia" => array:1 [ 0 => array:1 [ "referenciaCompleta" => "KARS. Standar nasional akreditasi rumah sakit Indonesia [Internet]. 1st ed. Jakarta: Komisi Akreditasi Rumah Sakit; c2017. Available from: <a target="_blank" href="http://web90.opencloud.dssdi.ugm.ac.id/wp-content/uploads/sites/644/2018/05/SNARS-Edisi-1.pdf">http://web90.opencloud.dssdi.ugm.ac.id/wp-content/uploads/sites/644/2018/05/SNARS-Edisi-1.pdf</a>." ] ] ] 2 => array:3 [ "identificador" => "bib0115" "etiqueta" => "3" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Joint commission international accreditation standards for hospitals: including standards for academic medical center hospitals" "autores" => array:1 [ 0 => array:2 [ "colaboracion" => "Joint Commission International" "etal" => false ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:4 [ "edicion" => "6th ed." "fecha" => "2017" "editorial" => "Joint Commission International" "editorialLocalizacion" => "Oak Brook" ] ] ] ] ] ] 3 => array:3 [ "identificador" => "bib0120" "etiqueta" => "4" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Case management" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "J. Woodward" 1 => "E. Rice" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1016/j.cnur.2014.10.009" "Revista" => array:6 [ "tituloSerie" => "Nurs Clin North Am" "fecha" => "2015" "volumen" => "50" "paginaInicial" => "109" "paginaFinal" => "121" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/25680491" "web" => "Medline" ] ] ] ] ] ] ] ] 4 => array:3 [ "identificador" => "bib0125" "etiqueta" => "5" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Barriers in case managers’ roles: a qualitative systematic review" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "J.Y. Joo" 1 => "D.L. Huber" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1177/0193945917728689" "Revista" => array:6 [ "tituloSerie" => "West J Nurs Res" "fecha" => "2018" "volumen" => "40" "paginaInicial" => "1522" "paginaFinal" => "1542" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/28862090" "web" => "Medline" ] ] ] ] ] ] ] ] 5 => array:3 [ "identificador" => "bib0130" "etiqueta" => "6" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Panduan praktik manajer pelayanan pasien – MPP (case manager)" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "Sutoto" 1 => "N.A. Lumenta" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:4 [ "edicion" => "2nd ed." "fecha" => "2017" "editorial" => "Komisi Akreditasi Rumah Sakit" "editorialLocalizacion" => "Jakarta" ] ] ] ] ] ] 6 => array:3 [ "identificador" => "bib0135" "etiqueta" => "7" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Pengembangan case manager dalam patient centered care" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:1 [ 0 => "W.N. Aeni" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "Jurnal Manajemen Keperawatan" "fecha" => "2014" "volumen" => "2" "paginaInicial" => "126" "paginaFinal" => "134" ] ] ] ] ] ] 7 => array:3 [ "identificador" => "bib0140" "etiqueta" => "8" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Nurse case managers’ experiences on case management for long-term hospitalization in Korea" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "J. Oh" 1 => "S. Oh" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1016/j.anr.2017.11.002" "Revista" => array:5 [ "tituloSerie" => "Asian Nurs Res (Korean Soc Nurs Sci)" "fecha" => "2017" "volumen" => "11" "paginaInicial" => "283" "paginaFinal" => "289" ] ] ] ] ] ] 8 => array:3 [ "identificador" => "bib0145" "etiqueta" => "9" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Laporan kinerja manajer pelayanan pasien Mei – Juli 2018" "autores" => array:1 [ 0 => array:2 [ "colaboracion" => "Case Manager RSUP Persahabatan" "etal" => false ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:3 [ "fecha" => "2018" "editorial" => "RSUP Persahabatan" "editorialLocalizacion" => "Jakarta" ] ] ] ] ] ] 9 => array:3 [ "identificador" => "bib0150" "etiqueta" => "10" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Pengembangan sistem informasi manajemen skrining case manager RSUP Persahabatan Jakarta" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:3 [ 0 => "M. Chandra" 1 => "E. Novieastari" 2 => "S. Purwaningsih" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:5 [ "tituloSerie" => "Jurnal Ilmiah Kesehatan UMPP" "fecha" => "2019" "volumen" => "12" "paginaInicial" => "534" "paginaFinal" => "542" ] ] ] ] ] ] 10 => array:3 [ "identificador" => "bib0155" "etiqueta" => "11" "referencia" => array:1 [ 0 => array:1 [ "referenciaCompleta" => "United Kingdom National Health Service. Case manager person specification and competencies [Internet]. Redditch: United Kingdom National Health Service; c2013. Available from: <a target="_blank" href="https://www.england.nhs.uk/revalidation/wp-content/uploads/sites/10/2014/03/case_manager_person_specification_and_competencies_Jan2014_revision.pdf">https://www.england.nhs.uk/revalidation/wp-content/uploads/sites/10/2014/03/case_manager_person_specification_and_competencies_Jan2014_revision.pdf</a> [cited]." ] ] ] 11 => array:3 [ "identificador" => "bib0160" "etiqueta" => "12" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Panduan praktik manajer pelayanan pasien – MPP di Rumah Sakit (Case manager)" "autores" => array:1 [ 0 => array:2 [ "colaboracion" => "KARS" "etal" => false ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:4 [ "edicion" => "2nd ed." "fecha" => "2016" "editorial" => "Komisi Akreditasi Rumah Sakit" "editorialLocalizacion" => "Jakarta" ] ] ] ] ] ] 12 => array:3 [ "identificador" => "bib0165" "etiqueta" => "13" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Appraisal of cooperation with a palliative care case manager by general practitioners and community nurses: a cross-sectional questionnaire study" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:6 [ 0 => "A.G.M. van der Plas" 1 => "B.D. Onwuteaka-Philipsen" 2 => "K.C. Vissers" 3 => "L. Deliens" 4 => "W.J.J. Jansen" 5 => "A.L. Francke" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1111/jan.12818" "Revista" => array:6 [ "tituloSerie" => "J Adv Nurs" "fecha" => "2016" "volumen" => "72" "paginaInicial" => "147" "paginaFinal" => "157" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/26412020" "web" => "Medline" ] ] ] ] ] ] ] ] 13 => array:3 [ "identificador" => "bib0170" "etiqueta" => "14" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Organizational behavior" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:2 [ 0 => "S.P. Robbins" 1 => "T.A. Judge" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Libro" => array:4 [ "edicion" => "17th ed." "fecha" => "2017" "editorial" => "Pearson Education Limited" "editorialLocalizacion" => "Harlow" ] ] ] ] ] ] 14 => array:3 [ "identificador" => "bib0175" "etiqueta" => "15" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Facilitating Lewin's change model with collaborative evaluation in promoting evidence based practices of health professionals" "autores" => array:1 [ 0 => array:2 [ "etal" => true "autores" => array:6 [ 0 => "J. Manchester" 1 => "D.L. Gray-Miceli" 2 => "J.A. Metcalf" 3 => "C.A. Paolini" 4 => "A.H. Napier" 5 => "C.L. Coogle" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1016/j.evalprogplan.2014.08.007" "Revista" => array:6 [ "tituloSerie" => "Eval Program Plann" "fecha" => "2014" "volumen" => "47" "paginaInicial" => "82" "paginaFinal" => "90" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/25192609" "web" => "Medline" ] ] ] ] ] ] ] ] 15 => array:3 [ "identificador" => "bib0180" "etiqueta" => "16" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Interpersonal assertiveness: inside the balancing act" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:3 [ 0 => "D. Ames" 1 => "A. Lee" 2 => "A. Wazlawek" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "Revista" => array:4 [ "tituloSerie" => "Soc Personal Psychol Compass" "fecha" => "2017" "volumen" => "11" "paginaInicial" => "e12317" ] ] ] ] ] ] 16 => array:3 [ "identificador" => "bib0185" "etiqueta" => "17" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Essential skills for case managers" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:1 [ 0 => "J. Treadwell" ] ] ] ] ] "host" => array:1 [ 0 => array:1 [ "LibroEditado" => array:5 [ "editores" => "J.Treadwell, R.Perez, D.Stubbs, J.W.McAllister, S.Stern, R.Buzi" "titulo" => "Case management and care coordination supporting children and families to optimal outcomes" "paginaInicial" => "17" "paginaFinal" => "26" "serieFecha" => "2015" ] ] ] ] ] ] 17 => array:3 [ "identificador" => "bib0190" "etiqueta" => "18" "referencia" => array:1 [ 0 => array:1 [ "referenciaCompleta" => "Case Management Society fo America. Standards of practice for case management [Internet]. Arkansas: Case Management Society fo America; c2016. Available from: <a target="_blank" href="https://www.miccsi.org/wp-content/uploads/2017/03/CMSA-Standards-2016.pdf">https://www.miccsi.org/wp-content/uploads/2017/03/CMSA-Standards-2016.pdf</a> [cited]." ] ] ] 18 => array:3 [ "identificador" => "bib0195" "etiqueta" => "19" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Patient complaints in healthcare systems: a systematic review and coding taxonomy" "autores" => array:1 [ 0 => array:2 [ "etal" => false "autores" => array:3 [ 0 => "T.W. Reader" 1 => "A. Gillespie" 2 => "J. Roberts" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1136/bmjqs-2013-002437" "Revista" => array:6 [ "tituloSerie" => "BMJ Qual Saf" "fecha" => "2014" "volumen" => "23" "paginaInicial" => "678" "paginaFinal" => "689" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/24876289" "web" => "Medline" ] ] ] ] ] ] ] ] 19 => array:3 [ "identificador" => "bib0200" "etiqueta" => "20" "referencia" => array:1 [ 0 => array:2 [ "contribucion" => array:1 [ 0 => array:2 [ "titulo" => "Managing patient complaints in China: a qualitative study in Shanghai" "autores" => array:1 [ 0 => array:2 [ "etal" => true "autores" => array:6 [ 0 => "Y. Jiang" 1 => "X. Ying" 2 => "Q. Zhang" 3 => "S.R. Tang" 4 => "S. Kane" 5 => "M. Mukhopadhyay" ] ] ] ] ] "host" => array:1 [ 0 => array:2 [ "doi" => "10.1136/bmjopen-2014-005131" "Revista" => array:5 [ "tituloSerie" => "BMJ Open" "fecha" => "2014" "volumen" => "4" "paginaInicial" => "e005131" "link" => array:1 [ 0 => array:2 [ "url" => "https://www.ncbi.nlm.nih.gov/pubmed/25146715" "web" => "Medline" ] ] ] ] ] ] ] ] ] ] ] ] "agradecimientos" => array:1 [ 0 => array:4 [ "identificador" => "xack524185" "titulo" => "Acknowledgements" "texto" => "<p id="par0115" class="elsevierStylePara elsevierViewall">This work is supported by <span class="elsevierStyleGrantSponsor" id="gs1">Hibah</span><span class="elsevierStyleGrantNumber" refid="gs1">PITTA B 2019</span> funded by <span class="elsevierStyleGrantSponsor" id="gs2">DRPM Universitas Indonesia</span> No. <span class="elsevierStyleGrantNumber" refid="gs2">NKB-0503/UN2.R3.1/HKP.05.00/2019</span>.</p>" "vista" => "all" ] ] ] "idiomaDefecto" => "en" "url" => "/11308621/00000031000000S2/v2_202104141019/S1130862120305143/v2_202104141019/en/main.assets" "Apartado" => null "PDF" => "https://static.elsevier.es/multimedia/11308621/00000031000000S2/v2_202104141019/S1130862120305143/v2_202104141019/en/main.pdf?idApp=UINPBA00004N&text.app=https://www.elsevier.es/" "EPUB" => "https://multimedia.elsevier.es/PublicationsMultimediaV1/item/epub/S1130862120305143?idApp=UINPBA00004N" ]
Información de la revista
Compartir
Descargar PDF
Más opciones de artículo
The experiences of newly-appointed case managers
Muhammad Chandra, Enie Novieastari, Tuti Nuraini
Autor para correspondencia
Faculty of Nursing, Universitas Indonesia, Depok, West Java, Indonesia