Table 4.

Practitioner and patient characteristics influencing integrated care, self-management and health services use for each case.

CATEGORIES EMERGING CHARACTERISTICS	OUTCOMES
	CASE A	CASE B	CASE C	CASE D	CASE E	CASE F
Practitioner-level factor
(+) Case manager leadership (skills, attitudes and personal qualities, previous experience, networking)		↑ access to other healthcare providers; leads to better follow-up and ↓ healthcare use (3)		↑ patient-centred care and ↑ access to adapted services (1.1) ↑ continuity of care (1.6) ↓ ED visits (because new CTs (3)
(+) Provider engagement					↑ collaboration, communication and exchange of patient’s information between local community health centre and the hospital (1.2)
(+) Inter-professional collaboration	↑ follow-up and a ↑ response to patient needs (1.1)		↑ sharing and discussion on patient information (1.2) ↓ healthcare use (3)		↑ access to clear and concise patient information (1.3) ↑ continuity of care and care planning (1.5, 1.6) ↑ consultations with other healthcare professional (patient doesn’t need to repeatedly see doctor for referrals) (3)	↑ knowledge of patient’s overall situation (1.1) ↑ communication between healthcare professionals (1.2) ↑ patient knowledge of care plan (1.3) ↓ patient repeating their medical history (1.6) ↑ patient appropriate use of resources (3)
Patient-level factor
(+) Anxious patient	↑ patient confidence (given reassurance from case manager) (2) ↓ ED visits (3)
(+) Patient with self-management skills		↑ patient proactivity in their health and healthy lifestyle choices (2) ↓ ED visits (3)		↑ patient proactivity in their care and healthy lifestyle choices (2) ↓ ED visits (3)

CT: care trajectory; ED: emergency department.