Perspectives of people with multiple chronic conditions and complex needs about person-centred care: a qualitative study of an integrated care program

Context: Person-centred care is a core element of high-quality health care. Integrated care programs, which aim to improve a person’s capacity to manage their chronic conditions and thus reduce their use of acute health services, are based on principles of person-centred care. While many programs improve single disease-specific outcomes and health service use, clients’ experiences of person-centred care are unknown. Objective: To explore the extent to which person-centred care is incorporated into an integrated care program in a large health service. Design: Qualitative design comprising interviews with clients and staff; with data analysed thematically. Setting: Monash Health’s Complex Care Program in south-east Melbourne, with population groups disadvantaged in accessing services due to cultural, linguistic, or socio-economic factors. Participants: We interviewed 18 staff, 23 clients with multiple chronic conditions and complex needs, and/or their carers (7). Findings: We will present findings from interviews, exploring themes based on principles of person-centred care, including (1) involving clients in planning, (2) using information to make decisions, and (3) having their needs identified and met. Results will also provide insight into barriers and enablers to providing person-centred care. We will present the characteristics of care that matter most to clients. Implication(s) for practice: Findings will describe person-centred elements of care delivered to and experienced by people with multiple chronic conditions. Similar programs aiming to improve disease management to achieve better health outcomes and reduce health service use can adopt these elements.