Internal policy
RECRUITMENT
HCPs interviewed, especially the care managers and care coordinators, were concerned about the limited manpower and time available, which would also affect the workload of the intervention. They wondered whether adjustments to internal allocation of resources would be possible in order for the intervention to sustain.
If we have a mobile phone to call the patients, if patients keep on texting or messaging, then the nurse will be very stressed also. So I don’t know whether in the future [there] will be a coordinator [who] have some nursing background [and] able to man the phone… (S002, female, care manager)
Maybe give us a bit of extra time every day to just handle things like this. I would say, minimum maybe 15 minutes a day? If not, half an hour would be better, to go through the cases. (S004, female, family physician)
During the initial recruitment stage, like on standby, we can have more care coordinators and care managers in the same area to prepare to recruit patients. Because sometimes when it’s just one care coordinator, it gets piled up more and more. Then every recruitment could get very long, half an hour to an hour... But at the same time, it’s quite hard because the doctors and care managers also have to see other patients… So that part in workflow, it’s more on team communication also. (S007, female, care coordinator)