The Perceived Impact and Usability of a Care Management and Coordination System in Delivering Services to Vulnerable Populations: Mixed Methods Study.

Autor: Rizvi R; IBM Watson Health, Cambridge, MA, United States., VanHouten C; IBM Watson Health, Cambridge, MA, United States., Bright TJ; IBM Watson Health, Cambridge, MA, United States., McKillop MM; IBM Watson Health, Cambridge, MA, United States., Alevy S; IBM Watson Health, Cambridge, MA, United States., Brotman D; IBM Watson Health, Cambridge, MA, United States., Sands-Lincoln M; IBM Watson Health, Cambridge, MA, United States., Snowdon J; IBM Watson Health, Cambridge, MA, United States., Robinson BJ; Department of Health Services, Sonoma County, Santa Rosa, CA, United States., Staats C; Department of Health Services, Sonoma County, Santa Rosa, CA, United States., Jackson GP; IBM Watson Health, Cambridge, MA, United States., Kassler WJ; IBM Watson Health, Cambridge, MA, United States.
Jazyk: angličtina
Zdroj: Journal of medical Internet research [J Med Internet Res] 2021 Mar 12; Vol. 23 (3), pp. e24122. Date of Electronic Publication: 2021 Mar 12.
DOI: 10.2196/24122
Abstrakt: Background: People with complex needs, such as those experiencing homelessness, require concurrent, seamless support from multiple social service agencies. Sonoma County, California has one of the nation's largest homeless populations among largely suburban communities. To support client-centered care, the county deployed a Care Management and Coordination System (CMCS). This system comprised the Watson Care Manager (WCM), a front-end system, and Connect 360, which is an integrated data hub that aggregates information from various systems into a single client record.
Objective: The aim of this study is to evaluate the perceived impact and usability of WCM in delivering services to the homeless population in Sonoma County.
Methods: A mixed methods study was conducted to identify ways in which WCM helps to coordinate care. Interviews, observations, and surveys were conducted, and transcripts and field notes were thematically analyzed and directed by a grounded theory approach. Responses to the Technology Acceptance Model survey were analyzed.
Results: A total of 16 participants were interviewed, including WCM users (n=8) and department leadership members (n=8). In total, 3 interdisciplinary team meetings were observed, and 8 WCM users were surveyed. WCM provided a central shared platform where client-related, up-to-date, comprehensive, and reliable information from participating agencies was consolidated. Factors that facilitated WCM use were users' enthusiasm regarding the tool functionalities, scalability, and agency collaboration. Constraining factors included the suboptimal awareness of care delivery goals and functionality of the system among the community, sensitivities about data sharing and legal requirements, and constrained funding from government and nongovernment organizations. Overall, users found WCM to be a useful tool that was easy to use and helped to enhance performance.
Conclusions: WCM supports the delivery of care to individuals with complex needs. Integration of data and information in a CMCS can facilitate coordinated care. Future research should examine WCM and similar CMCSs in diverse populations and settings.
(©Rubina Rizvi, Courtney VanHouten, Tiffani J Bright, Mollie M McKillop, Shira Alevy, David Brotman, Megan Sands-Lincoln, Jane Snowdon, Barbie J Robinson, Carolyn Staats, Gretchen P Jackson, William J Kassler. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 12.03.2021.)
Databáze: MEDLINE
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