Generating Hypotheses about Care Needs of High Utilizers: Lessons from Patient Interviews

Dawn B. Mautner
Hauchie Pang
Jeffrey C. Brenner
Judy A. Shea
Kennen S. Gross
Rosemary Frasso
Carolyn C. Cannuscio
Journal Article
September 2013

Literature about complex care management rarely represents the patient’s perspective. This resource describes a study based on interviews with 19 patients of the Camden Coalition of Healthcare Providers’ Care Management Team.

  • The interviews identified three key themes: early-life instability and traumas, a history of difficult interactions with health care providers, and the importance of caring relationships with the care management team.
  • Many persons with complex needs report feeling disrespected by health care providers, which can make them less likely to take medication or attend appointments. Respectful relationships are an essential part of care.
  • Researchers should test modes of care such as screening for a history of childhood instability.
  • Future research should further explore the impact of factors such as childhood trauma and relationships with health care providers.
Posted to The Playbook on
Population Addressed
People with Multiple Chronic Conditions
People with Behavioral Health and Social Needs
Key Questions Answered
  • What are the psychosocial factors common to persons with complex needs?
  • What are some promising ideas for more effective modes of care for persons with complex needs?
Level of Evidence
Expert Opinion
What does this mean?