A Qualitative Evaluation of Patient-Perceived Benefits and Barriers to Participation in a Telephone Care Management Program

In the American Journal of Health Promotion, Lindsay Jubelt and colleagues, including Kevin Volpp and Judy Shea, try to better understand the low participation rate of high-risk individuals in a targeted telephone care management program. Researchers interviewed patients who were recruited to participate in the care management program but had dropped out or never participated despite recruitment efforts. The most commonly cited barriers to participation were a lack of perceived need and a sense of distrust toward the program and its staff. These findings could help care management programs to make adjustments in how patients are recruited and how the program addresses patients’ perceived needs.