Nault Connors, Jill D.Binkley, Bonnie L.Graff, J. CarolynSurbhi, SatyaBailey, James E.2019-04-252019-04-252019-03Nault Connors, J., Binkley, B., Graff, C., Surbhi, S. & Bailey, J. (2018) How patient experience informed the SafeMed Program: lessons learned during a health care innovation award to improve care for super-utilizers. Healthcare: The Journal of Delivery Science and Innovation. http://dx.doi.org/10.1016/j.hjdsi.2018.02.002https://hdl.handle.net/1805/18958• Program theory of change must account for the lived experiences of medically and socially complex patients in order to affect dysfunctional patterns of acute care utilization. • Mental and emotional health, access to self-management resources, and patient-provider communication are key issues of importance to super-utilizing patients. • Transformation of didactic, patient education sessions to interactive, self-management support group sessions achieved success in improving patient engagement. • Lack of collaboration and compliance-oriented healthcare culture are primary threats to successful implementation of innovative healthcare delivery programs. • Linkage and navigation roles of healthcare staff are important in improving patient access to existing community resources, but further health system investments are required to effectively integrate community-based and social services into care delivery. • Peer support interventions are underutilized but hold great promise for addressing behavioral health needs of medically and socially complex patients.enPublisher Policypatient experiencesuper-utilizerspatient-centered careArticle