By Janet Coulter, MSN, MS, RN, CCM, FCM
How well do you really know the different generations you serve?
As a professional case manager, chances are you have worked with every generation from the Silent Generation to Gen Z. You may have interacted with all those generations in a single week! Understanding generational dynamics is necessary to build trust, demonstrate respect, and drive better health outcomes.
What better way to address multi-generations than to play a trivia game!
Generation Gap Trivia: Fact or Fiction?
Each question presents a statement about a specific generation. Is it fact or fiction?
| Generation | Trivia Statement | Answer |
| Silent Generation | Members of the Silent Generation are more likely to question medical authority. | Fiction – They tend to trust authority and may not question providers. |
| Baby Boomers | Boomers are the most likely generation to complete an advance directive. | Fact – They are more likely than younger generations to complete advance care planning. |
| Gen X | Gen X is often called the 'forgotten generation' in health policy planning. | Fact – They often receive less targeted support or recognition in healthcare policy. |
| Millennials | Millennials are more likely to use urgent care than establish a primary care provider. | Fact – Convenience, cost, and access drive Millennials to retail or urgent care clinics. |
| Gen Z | Gen Z prefers email over texting when communicating with healthcare providers. | Fiction – Texting or app-based communication is preferred over email. |
| Silent Generation | The Silent Generation often avoids discussing end-of-life preferences. | Fact – Many were raised to avoid such topics, making advance care planning challenging. |
| Gen X | Gen X is the generation most likely to be caring for both children and aging parents. | Fact – Known as the “sandwich generation”, they often juggle both caregiving roles. |
| Millennials | Millennials report higher rates of anxiety and depression than older generations. | Fact – Studies show Millennials face significantly higher mental health burdens. |
| Baby Boomers | Baby Boomers grew up with widespread access to preventive healthcare. | Fiction – Many Boomers lacked preventive care until Medicare expanded services. |
| Gen Z | Gen Z is more likely to seek therapy through online platforms or apps. | Fact – Gen Z embraces teletherapy and mental health apps more than any previous generation. |
As case managers, we must recognize how generational context shapes health behaviors. These are not trivial matters. Each generation has broad common characteristics based on shared history, experiences, and major events. However, the case managers’ generational awareness must also consider the individual’s needs, strengths, and challenges. Leveraging those unique characteristics can greatly impact health outcomes. Being aware of generational differences enables case managers to provide individualized care incorporating the characteristics of the generation.
- Silent Generation (born 1928–1945): Often defer to authority and may underreport symptoms. Case managers must probe gently and reinforce autonomy without being pushy.
- Baby Boomers (born 1946–1964): Value independence but may have chronic conditions and fear institutionalization. Case managers should try to help them to feel in control of their health decisions.
- Gen X (born 1965–1980): The “sandwich generation,” caregivers of their parents and children. Case managers should be alert for signs of stress and burn out and provide resources for their mental health and caregiving needs.
- Millennials (born 1981–1996): Skeptical of systems, deeply concerned about costs, and prone to mental health challenges. Case Managers need to be transparent and provide digital tools for this generation.
- Gen Z (born 1997–2012): Digitally fluent but anxious, socially conscious, and often overwhelmed by too much information. Case managers should be aware of their desire to be involved in their health care.
Every generation brings its own story to the healthcare journey. As case managers, recognizing these generational differences allows us to deliver more personalized, respectful, and effective care that truly meets patients where they are.
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Bio: Janet Coulter, MSN, MS, RN, CCM, FCM is President of CMSA. She is a transplant case manager with a wide variety of experiences including educator, administrator, team leader, and Director of Case Management. Janet holds a Master of Science in Nursing from West Virginia University and a Master of Science in Adult Education from Marshall University. She has published many articles in CMSA Today and the Professional Case Management Journal and served as a reviewer for the Core Curriculum for Case Management Third Edition. She has served as President-Elect of CMSA, Chair of the CMSA Today Editorial Board, Chair of the Nominations Committee, and Vice-President of the CMSA Foundation board. Janet was the recipient of the CMSA National Award of Service Excellence and Southern Ohio Valley CMSA Case Management Leadership award and was recently inducted as a Case Management Fellow from CMSA.