As a result of perceived insufficient non-acute care provision, the Government is making efforts to extend primary care hours to reduce the inappropriate utilisation of 999 and A&E services (NHS England, 2013c, 2014b; Kings Fund, 2017). The case management programme was implemented to reduce acute care use in the ageing and multimorbid demographic who are high-intensity service users (DOH, 2005a). However, case management typically has restricted hours of service delivery, which could place unnecessary burden on emergency and acute services during the out-ofhours period. The aim of this study was to understand the patterns of case-managed patients’ use of 999 emergency services and presentations at A&E, and hospital admissions, as well as to explore what factors were perceived as influencing patterns of service interaction.
Within a pragmatic paradigm, a sequential explanatory mixed methods study was deployed, delivered in five studies. Two cross-sectional observational studies analysed 999 callout (n=2,930, study one) and A&E attendance and hospital admission data (n=16,495, study two). Descriptive statistics were applied, and inferential statistics conducted according to data type. Key stakeholders were interviewed (patients n=19, study three, carers n=19, study four) and three focus groups conducted (case managers n=18, study five). Transcripts were analysed via an analysis spiral using both deductive and inductive approaches (Creswell, 2007).
Using a pluralistic framework and previously unexploited flagged patient-level quantitative datasets produced a novel understanding of when, why and how casemanaged patients interact with services. Despite no out-of-hours emergency service burden within studies one and two, twenty-four-hour case management service provision may be required to align with acute services. Quantitative data highlighted that integration and digital interoperability across systems are required to aid admission avoidance and to improve patient experience. Qualitative investigation revealed service contact was seen in places where several parts of the system were seen to be under strain. Person-centred care and shared decision making may also need to be improved when conveyance and admission decisions are made. Case management as a model for admission prevention to manage the ageing and multimorbid population was valued in studies three to five. The inclusion of elderly and housebound participants brought the lived experience of older people to the forefront, highlighting the negative impact of the media in delaying service interactions. This research could be used to inform policy and service-level decisions at the macro- and meso-levels of healthcare. A conceptual model of the factors that contribute to service interaction presents a holistic infographic guide for case management admission prevention
