Table 5 Illustrative quotes for categories and subcategories of the qualitative content analysis
Code | Subcode | Illustrative quote |
|---|---|---|
Gatekeeper Function | CCM as continuous contact partner | “Yes, I could—I felt like I could share my worries and my questions and my concerns, but also my wishes with somebody neutral, who would judge as little as possible.” (Patient 39, Pos. 91) |
Consultation/ Information on essential individual subjects | “[…] she would advise with, with—with what is possible regarding purchases or even like bureaucratically. So yeah, with anything.” (Patient 14, Pos. 5) | |
Broker Function | Establish contacts | “So for instance, < NAME CM > instantly got me a fully accessible gynecologist. And I immediately found a therapist, which is great. That would have not been possible without the help, I think, right. Because it’s not that easy, right.” (Patient 25, Pos. 9) |
Assistance in authority and health and social insurance maters matters | “She once helped us with the pension application, when we couldn’t figure it out.” (Caregiver 45, Pos. 7) | |
Optimized care and living environment | “[…] this caused the patient to achieve the goal pretty quickly, like—so in our case, the diagnosis and that I think, for one, made it quicker and speed up the choice of therapy based on that diagnosis. So it was somewhat accelerated and maybe the wait was shortened and stress was prevented for the patient, who would have had to request several places and possibly would have not reached the goal at all and depending on the patient, would have given up.” (HCS 08, Pos. 51) | |
Advocacy Function | Multidimensional, comprehensive, cross-insurance system support | “So in principle, for me or for us, so for me and my partner, it was a continual kind of support that gave some sort of orientation.” (Caregiver 15, Pos.11) |
Regaining, maintaining and supporting autonomy | “So at least now I know how to deal with things myself. What I can do if it gets really bad again and that was not true before and my doctor had kind of no more ideas except giving me cortisone over and over and, I don’t know, every six weeks five grams of cortisone, not sure if that’s great on the long run (laughs). So therefore it’s really good that I now have an alternative.” (Pat. 14, Pos.19) | |
Reviving personal wellbeing | “[…] the relief thanks to < NAME CM > , that improved quality of life. I mean, which makes perfect sense.” (Caregiver 45, Pos. 72) | |
Temporal relief through CCM intervention | “But you feel like you’re in good hands. That relieves you, that relieved my wife and also myself, yes.” (Caregiver 45, Pos. 184) | |
Outlook on CCM in standard care | Communications | “So the communication was always, yeah, friendly, helpful, so I did feel it to be nice communication.” (Patient 34, Pos.91) |
Communication setting | “So the phone calls eventually—I found them sufficient, because the better you know a person, the more you really know how they operate or—and vice versa. But I always liked it, I think it’s important to see each other once a month. Especially in the beginning, but I think—I think the three-week-thing with phone calls, once a week home visits is right.” (Patient 39, Pos.121) | |
Improvement suggestions | “Yeah and also, maybe especially with patients who are severely affected, and yeah. Needing good and more multifaceted support, yeah, then some sort of feedback would—would indeed be a good thing.” (HCS 10, Pos.28) | |
Effects of CCM discontinuation | “[…] when other things need to be dealt with, but like I said, there is a lack of somebody with whom you’re like: ‘You know what, I’ll just call them, maybe they have an idea or something.’” (Patient 22, Pos.60) | |
Potential of CCM | “Yeah, < NAME CM > really did a great job and it was truly pleasant on a human level and also professionally and it really helped, like it was a really great thing, yes. We would have needed that two years earlier (laughs).” (Patient 22, Pos.30) | |
Limitations | “[…] a thing that didn’t work, which wasn’t her fault, was occupational therapy. Both ladies made such an effort but unfortunately it didn’t work because there is a lack of staff.” (Caregiver 77, Pos. 25) | |
Inclusion criteria CCM/ further patient groups who could benefit | “You probably have to select carefully who the prototypical patient would be that needs it. Right, because there are close relatives or even patients themselves who make an active effort to get informed and support themselves really well.” (HCS 08, Pos. 47) | |
Financing/health and social insurance costs | “I think that, from—like, for a specific clientele of patients I can imagine that partly the costs could be better distributed or rather, how can I say this, be better allocated.” (HCS 08, Pos. 47) |