title: Injured workers' perceptions of case management services. A descriptive study.
abstract: This article describes the findings from a study of injured workers conducted as part of a multifaceted evaluation study of a case management program. The sample consisted of workers who filed a workers' compensation claim between January 1 and September 30, 1995. Data collection consisted of written surveys (n = 45), personal interviews (n = 27), and telephone interviews (n = 16). The findings from this study provided many insights into the injured workers' personal and work experiences, and, in particular, their perceptions of their experience with the nurse case management program. Workers satisfied with services described the nurse case manager (NCM) as having the ability to see the "big picture," to develop appropriate goals, and to anticipate client needs. Dissatisfied workers reported feeling unimportant in terms of service provision. They reported feeling that "the system" did not respond to their needs, and that the NCM was uninterested and disrespectful. This vivid portrayal of workers' experiences and perceptions of case management services provides valuable information about the world view of the injured worker.
authors.affiliation: Department of Sociology, School of Nursing, University of Washington, Seattle, USA.
authors.forename: J
authors.initials: J
authors.lastname: Brines
authors.forename: M K
authors.initials: MK
authors.lastname: Salazar
authors.forename: K Y
authors.initials: KY
authors.lastname: Graham
authors.forename: T
authors.initials: T
authors.lastname: Pergola
authors.forename: C
authors.initials: C
authors.lastname: Connon
mesh_terms: D000062:Accidents, Occupational; D000293:Adolescent; D000328:Adult; D000368:Aged; D019090:Case Management / Q000592:standards*; D005260:Female; D006801:Humans; D007587:Job Description; D008297:Male; D008875:Middle Aged; D015403:Nursing Evaluation Research; D009785:Occupational Health Nursing / Q000592:standards*; D017060:Patient Satisfaction; D015397:Program Evaluation; D011795:Surveys and Questionnaires; D014861:Washington; D014942:Workers' Compensation; D014947:Wounds and Injuries / Q000150:complications / Q000451:nursing* / Q000523:psychology*