A study investigating the role and function of care managers and the satisfaction of primary caregivers with care management services

Background: Care managers are responsible to implement care management systems and share caregiving responsibilities with the families of patients. However, few studies have examined the role and function of care managers or the satisfaction of primary caregivers with care management services. Purpose: To investigate the relationship between the role and function of care managers and to assess the satisfaction of primary caregivers with care management services. Method: This cross-sectional study used convenience sampling to enroll 154 primary caregivers as participants. Care managers referred these caregivers to the researchers and all caregivers were currently engaged in home-service programs. Telephone interviews were conducted to collect data using a structured questionnaire that was designed to assess the role and function of care managers and the satisfaction with the services provided by care management centers. Results: Perceived satisfaction with care managers related positively with length of service received (r = .23, p < .01) and with the specific long-term care center (r = .20, p = .02). The role of the care managers affected the results of the effectiveness of care management services (p < .05). However, the function “clinical/direct care” was rarely mentioned by participants and did not significantly correlate with service satisfaction (r = .10, p = .20). Conclusion: The overall satisfaction of participants with the services provided by care management centers was high, suggesting that participants were highly satisfied with the current service offerings. Satisfaction with long-term care center services correlated significantly with the role function of care managers. The main functions of care managers that were identified in the present study include: needs assessment and service links. Our findings highlight that care managers may fail to meet client needs with regard to clinical care and psychological support. Thus, in the future, it is necessary to increase care manager manpower, to implement diversified services, and to coordinate care with holistic care objectives in support of family care objectives.