Continuity of Care from the Consumer Perspective

Abstract

Do consumers' views on the concept of continuity of care differ from those of health workers and policy makers? Eight focus groups were conducted in Adelaide and in rural South Australia with consumers who had used a range of health services. Their concept of continuity of care included being cared for beyond the episode of consultation by health workers who took into account many aspects of their health and social situation, and being linked to other health and community services. The issues that affected consumers' experience of continuity of care were: availability of services; access including transport and language; communication with and between health workers; information transfer; and access to information. Most of the consumers nominated themselves or their general practitioners as their current care co-ordinator. They felt that formal care co-ordination for chronic and complex conditions was necessary when many workers were involved. The features of the consumers' views on continuity of care were closest to the definition from the National Review of Primary Health Care: involving collaboration and communication between all the providers engaged in the care of an individual and the recognition that consumers and their carers should be seen as members of the health care team.