Positive experiences of encounters with healthcare and social insurance professionals among people on long-term sick leave

Müssener, Ulrika; Festin, Karin; Upmark, Marianne; Alexanderson, Kristina

doi:10.2340/16501977-0259

Cited by 33 publications

(56 citation statements)

References 13 publications

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“…[4, 13] Consistent with our findings, research in Sweden found that 73% of long-term sick leave survey respondents reported positive interactions with social insurance representatives. [13] Our findings also suggest that patients require knowledge and skills to effectively navigate the health insurance system to obtain information, respond to claims, or correct claims on a timely basis. [19]…”

Section: Discussionsupporting

confidence: 89%

“…[8–9] For example, administrative delays in insurance coverage were associated with increased odds of developing chronic disability in a sample of employees with back injuries (n=35,304). [10] Although anecdotal reports abound,[11] there has been little systematic examination of beneficiaries’ reported interactions with insurers in the US[12–13] or of unique issues raised by kidney transplant recipients. A survey of Medicare beneficiaries (n=2,997) found that poorer familiarity with the Medicare program is associated with delayed care, lack of prescription medication use, and poorer overall health.…”

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confidence: 99%

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The Quality of Health Insurance Service Delivery for Kidney Transplant Recipients: A Patient Perspective

Gordon

Conti

2010

American Journal of Transplantation

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Increased attention has been devoted to improving quality care in kidney transplantation. The discourse on quality care has focused on transplant center metrics and other clinical parameters. However, there has been little discussion on the quality of health insurance service delivery, which may be critical to kidney recipients' access to transplantation and immunosuppression. This paper describes and provides a framework for characterizing kidney transplant recipients' positive and negative interactions with their insurers. A consecutive cohort of kidney recipients (n = 87) participated in semistructured interviews on their interactions with insurance agencies. Patients reported negative (37%) and/or neutral or positive (79%) interactions with their insurer (a subset [16%] reported both). Perceived negative experiences included: poor service, logistical difficulties with confusing and time-consuming paperwork, poor communication, rude behavior and concerns about adequate coverage. Positive experiences related to: having good coverage, a simple application process, straightforward transactions and helpful communication. Findings suggest that even when patients have insurance coverage, difficult interactions with insurers and limited skills in navigating insurance options may limit their access to needed medications and health services. Future research is needed to test this hypothesis in a larger population.

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Section: Discussionsupporting

confidence: 89%

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confidence: 99%

The Quality of Health Insurance Service Delivery for Kidney Transplant Recipients: A Patient Perspective

Gordon

Conti

2010

American Journal of Transplantation

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“…In addition, 'Received useful information', 'Received useful advice and support about paid work' and (17) 97 (17) 13 (17) 'Received encouragement about paid work' significantly correlated with the impact of positive encounters on selfestimated ability to return to work. Descriptive statistics are presented in table 5.…”

Section: Resultsmentioning

confidence: 99%

“…Such factors include how healthcare professionals encounter the sick-listed person. [16][17][18][19] Also emotional responses can affect the ability to return to work. 20 Emotions are evoked and experienced when encountered by other people, especially when encountered by people who are perceived as particularly significant.…”

Section: Introductionmentioning

confidence: 99%

Emotions and encounters with healthcare professionals as predictors for the self-estimated ability to return to work: a cross-sectional study of people with heart failure

Nordgren

Söderlund

2016

BMJ Open

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ObjectivesTo live with heart failure means that life is delimited. Still, people with heart failure can have a desire to stay active in working life as long as possible. Although a number of factors affect sick leave and rehabilitation processes, little is known about sick leave and vocational rehabilitation concerning people with heart failure. This study aimed to identify emotions and encounters with healthcare professionals as possible predictors for the self-estimated ability to return to work in people on sick leave due to heart failure.DesignA population-based cross-sectional study design was used.SettingThe study was conducted in Sweden. Data were collected in 2012 from 3 different sources: 2 official registries and 1 postal questionnaire.ParticipantsA total of 590 individuals were included.StatisticsDescriptive statistics, correlation analysis and linear multiple regression analysis were used.Results3 variables, feeling strengthened in the situation (β=−0.21, p=0.02), feeling happy (β=−0.24, p=0.02) and receiving encouragement about work (β=−0.32, p≤0.001), were identified as possible predictive factors for the self-estimated ability to return to work.ConclusionsTo feel strengthened, happy and to receive encouragement about work can affect the return to work process for people on sick leave due to heart failure. In order to develop and implement rehabilitation programmes to meet these needs, more research is needed.

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“…A number of studies have pointed to socio-economic, ethnic or gender differences in how individuals are treated in insurance systems (Lippel 2003;Gravel et al 2010;Leinonen et al 2011), as well as claimants' perceptions of diminished social justice in their interactions with compensation systems (RobertsYates 2003;Strunin and Boden 2004;MacEachen et al 2007;Franche et al 2009). It has been 5 proposed that sick-listed individuals' perceptions of encounters with professionals determine whether the rehabilitation process will be experienced as empowering or disempowering (Müssener et al 2008), and that professionals should focus on health, motivation and pride in their interactions with sick-listed individuals (Svensson and Björklund 2010). Other studies have pointed out how social insurance officials experience ethical dilemmas when balancing insurance regulations and claimants' needs (Stensöta 2010;Ståhl et al 2012).…”

Section: Why An Ethics Approach?mentioning

confidence: 99%

Ethical Perspectives in Work Disability Prevention and Return to Work: Toward a Common Vocabulary for Analyzing Stakeholders’ Actions and Interactions

2013

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Many studies have emphasized the importance of medical, insurance and workplace systems treating individuals fairly in work disability prevention (WDP) and return-to-work (RTW). However, ethical theories and perspectives from these different systems are rarely discussed in relation to each other, even though in practice these systems constantly interact. This paper explores ethical theories and perspectives that may apply to the WDP-RTW field, and discusses these in relation to perspectives attributed to dominant stakeholders in this field, and to potential differences in different jurisdictional contexts.Literature was sought primarily in biomedical ethics, business ethics, and public administration ethics. In biomedical ethics, four ethical principles are dominant: autonomy, beneficence, nonmalevolence and justice. Business ethics involve theories on Corporate Social Responsibility (CSR), social contracts and organizational justice. Public administration ethics focus on constitutional theory, citizenship, social equity, virtue and public interest. Several concepts were identified as relevant for ethical analyses in the WDP-RTW field, including justice; individual autonomy; nonmalevolence; economic and social responsibility; and social contracts. These concepts provide a vocabulary that may be used to analyze stakeholders' actions and interactions in RTW processes. It was also noted how the power balance between stakeholders will influence which ethical perspectives will influence RTW. Jurisdictional differences that influence RTW processes with regard to stakeholder responsibilities were identified, as well as varying beliefs as to who is the client in different compensation systems. A social contractual approach may inform an analysis of cultural and legal differences.3

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Positive experiences of encounters with healthcare and social insurance professionals among people on long-term sick leave

Abstract: The majority of the respondents on long-term sickness absence have had positive interactions with healthcare and social insurance. More research is required to determine the impact that such experiences might have on return to work, and how such interactions might be promoted.

Cited by 33 publications

References 13 publications

The Quality of Health Insurance Service Delivery for Kidney Transplant Recipients: A Patient Perspective

The Quality of Health Insurance Service Delivery for Kidney Transplant Recipients: A Patient Perspective

Emotions and encounters with healthcare professionals as predictors for the self-estimated ability to return to work: a cross-sectional study of people with heart failure

Ethical Perspectives in Work Disability Prevention and Return to Work: Toward a Common Vocabulary for Analyzing Stakeholders’ Actions and Interactions

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