Table 3.

Detailed summary of the final studies selected

Study	Sample	Design	Objectives	Major findings
Balard et al. (2016) France	Elderly, caregivers, case managers	Qualitative, opened-ended, and guided interviews	To explore the users’ (elderly and their informal caregivers) and case managers’ first experiences of case management	Case managers delivered care to clients and subsequently helped patients and their families engage with the health system, be familiarized with health information and administrative processes, and make decisions. Case managers were also seen to perform caring behavior such as responsive, helpful, present, and aware.
You et al. (2016) Australia	Case managers (with nursing, social work, Allied Health, and other backgrounds)	Qualitative study, semi-structured interview	To explore the perceptions about case managers’ role in establishing community aged care in Australia	The study reported 16 essential roles of case manager (CM) in Australia for community aged care. However, CM felt that the roles of broker, mediator, and counselor were ambivalent. Moreover, they consistently agreed that gatekeeper and direct service provision were not the case manager roles. This study suggested that case managers coordinate care services and plans.
Williams et al. (2011) United Kingdom	Patients receiving or had recently received care by community matrons	An inductive qualitative design using a semi-structured interview	To explore patients' views and experiences of the community matrons' roles in one primary care provider organization	The study showed that community matrons (CMs) assist the patients in the community to obtain easier and shorter coordination and communication with general physicians, including the referral to advanced health facilities.
Uittenbroek et al. (2018) The Netherlands	District nurses (nurses and social workers)	A qualitative study of in-depth interview	To explore how district nurses and social workers experience new professional roles as case managers within embrace a person-centered and integrated care service for community-living older adults	The reflection of the case manager about providing case management was related to the central element of person-centered and integrated care, such as proactive and preventive care delivery that includes monitoring, self-management support, care coordination, and network collaboration. Case management followed the nursing process framework. District nurses focused more on healthcare and medical problems, while social workers focused more on psychosocial aspects.
Tønnessen et al. (2017) Norway	Group meetings with care managers (nurses, occupational therapists, physiotherapists, and social workers)	Qualitative	To investigate the conflicting expectations and ethical dilemmas and to discuss future clinical implications	The study identified the responsibility of care managers in providing services to vulnerable populations. However, balancing between the task of care manager and health provider appears as a challenge.
Setiawan and Dawson (2018) Indonesia	Primary healthcare workers (nurse, midwives, kader - cadre)	Interpretative qualitative methodology	To report on the implementation of community case management (CCM) to reduce infant mortality in a rural district	Nurses and midwives gained confidence and trust from the community because they were often the only ones who could administer medication in the village. CCM reportedly thrived the primary health care workers (PHCWs) clinical reasoning despite the confusion of their prescription role.
Setiawan et al. (2016) Indonesia	Mothers and health workers	Qualitative	To investigate the implementation of community case management (CCM) in the Kutai Timur district from the perspective of mothers who received care	Treatment provision could be initiated by primary health care workers (PHCWs) in villages; therefore, it reduced delays in receiving medical help. Besides, participants were more likely to seek help from PHCWs than traditional birth attendants since PHCWs were employed in the village. Moreover, under the CCM scheme, families with sick babies were frequently visited by PHCW.
Manthorpe et al. (2012) England	Nurse case managers, older people, family carers	Case study	To understand the effects of nurse case manager (NCMS) working in primary care in the English national health service (NHS) from multiple perspectives and how this new role impacts social workers	The opinions of older people receiving nurse case management revealed the value of high-intensity assistance to individuals with major health and social needs. Older people or their carers reported the improvement of continuity of care provision and psychosocial support. NCM supplemented social services by identifying unmet needs.
Klein and Evans-Agnew (2019) United State of America	School nurses	Grounded theory	To develop a theory describing the processes and actions for school case management targeting children with chronic conditions	Nurses provided direct nursing care in several forms for children in the school.
Hudon et al. (2015) Canada	Patients and family members	Descriptive, qualitative, in-depth interview	To examine experience of patients and their family members with care integration as part of a primary care case manager (CM) intervention	Easy access to the CM nurse facilitated communication. This also allowed closer follow-up when needed. The privileged access to CM nurses fostered better communication with their family physicians. Participants reported improved access to personalized information, communication, coordination, and decision-making assistance, as well as better healthcare transition.
Hensley (2011) United States of America	Case managers with nursing background and professionals from other disciplines	Qualitative, focus group interview	To explore the perceptions and experiences of community-based mental health case managers in the field of Medicare prescription drug benefits	These managers saw themselves as an essential bridge in the process of medication utilization for their clients. Case managers allocated their time to talk with clients by phone and browse the Medicare websites, assisting the client in understanding the information and making decisions about Medicare benefits.
Head et al. (2010) United States of America	Users, nurses	Quasi-experiment	To integrate palliative care principles and practices into the daily routines of a Medicaid managed care provider	Provision of palliative care case management included assessment of physical and psychosocial complications experienced by patients with serious illnesses, pharmaceutical interventions, identification of community resources to assist palliative care patients, and assistance in hospice referrals.
Gage et al. (2013) England	Elderly, nurses	Case study	147 147To compare community matrons in holding case management roles for impact on service utilization and costs	The roles of case management were varied among nurses. Meanwhile, community matrons were working more intensively on the elderly and those taking more medication than nurse case managers.
Dhingra et al. (2016) United States of America	Adult users	Retrospective cohort study	To evaluate a diverse population served by an interdisciplinary model of community-based specialist palliative care and the variation in service delivery over time and identify subgroups with distinct illness burden profiles	Case managers played roles in conducting a comprehensive assessment (medical evaluation and mental health wellness of patients and their family), formulation of goals of care and advance care plans, evaluation of the need for home care, and evaluation of the need for care coordination and hospice eligibility. In delivering care, the duties were assigned to an interdisciplinary team including nurses, physicians, social workers, nurses who provided telephone support, and chaplains. Individuals who received more home visits and telephone calls had greater health improvement.
David et al. (2019) Spain	Nurses	Literature review and qualitative approach including individual interviews	To present and discuss the central aspects of the case manager nurse work process in three Spanish autonomous communities	As case managers, nurses should understand the health-illness process as a result of a complex interaction of factors at various levels of life; perform care beyond individual needs because the scope is broad and include not only patients but also the caregivers; own the leadership, articulation and mediation skills.
Cicutto et al. (2020) United States of America	Users, caregivers, school nurses	Quasi-experiment	To describe the elements of asthma care program and its utilization by school nurses and school health teams in two urban school districts	A school nurse provided case management and case coordination, including delivering care (asthma management, asthma control, and medication management) and providing asthma education to both clients and parents/guardians. Barriers in conducting case management, among others, are difficulty in making contact with carers, restricted access to health-care records outside school settings, and time limitations experienced by school health teams.
Chapman et al. (2018) United States of America	Public county-based mental health delivery system	Mixed methods approach, including a semi-structured interview	To describe how psychiatric mental health nurse practitioners (PMHNP) are made use of, determine obstacles to full access, and evaluate PMHNP's economic contribution to public health systems	A PMHNP provided case management services, including formulating care plans (medication management, crisis stabilization, and crisis intervention), assisting clients in administrative issues, and performing promotive functions (empower clients to be aware of lifestyles that might cause disturbance in health).
Brown et al. (2011) United States of America	Adult users	Quasi-experiment	To explore the feasibility of adding a nurse case manager to diabetes self-management education to foster users' attendance and increase utilization of other available health care services	Roles of a nurse case manager, among others, are: providing health education and consultation about diabetes self-management, assisting patients in coping with cultural and environmental barriers, assisting patients in locating and accessing health care facilities, as well as collaborating with health care teams. Individuals who had higher contacts with nurse case managers attended diabetes self-management education sessions more often. In addition, participants expressed preference of having face-to-face contact with the nurse case managers than by telephone.
Borgès Da Silva et al. (2018) Canada	Adult users, primary health care organizations	Cross-sectional	To evaluate patients’ experience of care in primary care as it pertained to the nursing role	Patients experienced better access to primary health facilities as nurses acted as case managers and systematically followed patients. In addition, sharing care between nurses and general physicians could enhance primary care access.