Complex patients have multiple chronic conditions, often compounded by
psychosocial challenges They require a mix of services delivered by multiple providers across
settings, which are optimally coordinated through integrated care models. A key success
factor of these models is patient-centeredness and engagement.
In 2012, Ontario, Canada launched Health Links (HL), a patient-centered initiative that aims
to better coordinate care for patients with complex needs. This is achieved via individualized,
coordinated care plans (CCPs) that are tailored to the needs and preferences of every patient.
HL documents had a clear vision about how to put patients front and center and engage them
in every step of the intervention, including co-designing the program, engaging in
implementation and evaluation of the patients’ experience with HL. This study aimed to
explore if the vision of patient-centeredness and engagement was operationalized in the same
way it was planned.