The experiences of newly-appointed case managers

Abstract

The objective of study is to explore the experience of the new case managers in carrying out their duties in the hospital. This study used a phenomenological approach by in-depth interview to 10 case managers (in a referral hospital in Jakarta, Indonesia) and Colaizzi's analysis method were used. Results of the study are new case managers go through a challenging adaptation process; carrying out the case manager role and functions requires extensive knowledge and skills; case managers work in a highly-structured and systematic way; case managers work to fulfill the needs of patients and families holistically. A hospital that has just established a case manager system needs to increase support case manager's skills and knowledge upgrading; Newly-Appointed Case Managers need skill in inter-professional collaboration, service coordination, and a holistic patient care approach.