CASE MANAGERS ARE ESSENTIAL

Pat Stricker, RN, MEd

Healthcare Consultant

Former SVP of TCS Healthcare Technologies

I know I just missed National Case Management Week, but I would like to offer my congratulations to all case managers for the important contribution you make to our healthcare system. I would also like to recognize and congratulate all the staff members who support the case managers, because it would not be possible for them to carry out their work without your assistance.

A case manager’s dedication, commitment and passion for working with patients and their families to educate, empower and enable them to make informed decisions makes a tremendous difference in their lives and to the entire healthcare delivery system. Case managers improve the quality, efficiency and effectiveness of care; help patients understand and manage their condition(s) and gain access to cost-effective care; and improve care outcomes.

How do case managers impact their patients? What are their roles? What do they do? This list describes the key attributes of a case manager:

C oordinator, Care Planner, Collaborator, Communicator, Critical Thinker, Counselor, Coach

A dvocate, Achiever, Accountability Partner

S upporter, Shared Decision-Maker, Service Facilitator, Skilled Listener, Successful Innovator

E ducator (Knowledgeable), Experienced Problem-Solver

M ediator, Mentor, Motivator, Monitor

A dvisor, Activator

N avigator, Negotiator

A ssessor, Autonomous

G oal-setter, Guardian, Guide, “Go-to-Girl (or Guy)”

E mpowerer, Encourager, Evaluator

R esource, Record keeper (Documenter), Researcher, Relationship Manager

In essence, case managers are an invaluable member of the team and the “heart” of healthcare!

Case managers are passionate about their role but usually do not think their work is anything out of the ordinary. However patients and their families feel very differently. These are some of the words patients and families use to describe their case manager: “wonderful,” “exceptional,” “a guardian angel,” and “an integral part of successful recovery.” Case managers often do not realize the impact they have on patients and family members.

There is a list of testimonials from patients and their family members at the end of this article that explains what case managers mean to them and the impact they had on their lives.

Profiles in Case Management is also an interesting e-book that gives a more in-depth look at case management and case managers. It provides interviews from six case managers working in different settings, outlining their background, skills, choices they made, and their successes. It also touches on trends in case management and some of the challenges that lay ahead. I highly recommend this uplifting article. It’s perfect for Case Management Week (or the week after CM Week or anytime). I’m sure you will be able to relate to their experiences.

The theme for this year’s case management week was “Navigating the Journey to Health,” which recognizes the commitment case managers make to help patients navigate the challenges that healthcare (and recently, COVID-19) presents. Healthcare is always changing; that is a given. However, this past year and a half was like nothing we’ve experienced before. The coronavirus pandemic caused unprecedented case numbers, critical care admissions, deaths and an unimaginable patient load on the healthcare system.

We were on a “journey” but we didn’t know where we were going, how easy or difficult the trip would be, how soon we would get there, or what we would find. The journey kept changing as we learned new things that caused us to take detours. Healthcare resources were stretched to the breaking point, healthcare facilities were full, virtual telehealth visits substituted for basic office visits, elective surgeries and diagnostic testing were cut to a minimum, staffing was an extreme challenge, and patient volumes were overwhelming. Yet patients were still experiencing other non-COVID related illnesses, so case managers stepped up to help in whatever ways they could. They developed unique ways to help patients and their families navigate the challenges. We now know a lot more about COVID-19 and how it affects the body during the infection and afterward, so case managers are now even better able to guide patients and their families.

While the numbers of cases are still higher than we would like, the number of deaths is decreasing. We still need to continue to work on increasing the number of vaccinated individuals so we can defeat the virus, but it looks like we might be able to do that and get back to some sense of normalcy in the near future. Let’s hope this positive trend line continues!

One thing we knew before the pandemic but has been validated again — case managers are an essential part of the U.S. healthcare system. They are the foundation of the care delivery system and being used in more and more settings and types of programs. Case managers are academically prepared and have specialized knowledge and skills. They are accountable, perform competently and have exceptional moral and ethical standards. They are definitely leaders in every sense of the word. What more could we ask?

To carry on this commitment to those who come after us, we all need to remember to do our part to advance the practice of case management --- get involved, join the association, volunteer to assist in an area that interests you, mentor younger case managers and educate lawmakers, employers, healthcare consumers, and the media about case management, whenever possible.

Thank you all again for the passion and commitment you exhibit every day.

“Happy Belated Case Management Week”!

TESTIMONIALS ABOUT CASE MANAGERS FROM PATIENTS AND FAMILY MEMBERS

The following are testimonials from patients and family members who developed deep relationships with their case managers because of their deep commitment to helping them through difficult times.

They describe their feelings about the case manager, the case managers’ attributes, and how they helped them get through very difficult times.

“Know that you are doing meaningful work and helping people more than you know. I have seen you work with [patients] and believe you always try to do your best to get the best care possible.” [i]
“I gained an accountability partner and a coach to help me assess my condition and set small, practical goals for myself. This helped me to achieve my greater goal of managing the disease that took the lives of family members very close and dear to me. ……has enabled me, in just one year, to make significant changes in my life. As a result, I’ve lowered my blood sugar and for the first time, I feel in control.” [ii]
“I worked one-on-one with both a nurse care manager and a registered dietician to learn how this condition [diabetes] and different foods affect my body so that I can take better care of myself. The encouragement and support I encountered …. gave me the confidence I needed to see me through my plan, and to make real changes to my diet and in my life.” [iii]
“She is a case manager who truly respects and advocates for her clients! She is passionate, caring and hard-working which makes her an excellent case manager who works well with all types of individuals and families.” [iv]
“I know I could not have navigated all the medical requirements and decisions without [her] guidance……I believe that [she] and other case managers are an integral part of a successful recovery.” [v]
“The person most responsible for getting my dad and mom into nursing care 2 years ago was [CM’s name]. I am convinced that without her getting dad out of the house and into [name of facility], and the subsequent care given to him by the nurses, nurse’s aides, doctor, and therapists; I would not have had these extra two years to enjoy my dad.” [vi]
“I was looking for a way to get her named “Best [Case] Manager in the world,” when it struck me that a letter to her boss describing the water that she walked on in dealing with my brother would be a more productive use of my time.” [vii]
“She instructed me on everything I needed to do! She has taken away the stress and confusion I had over navigating [the State’s] waiver policies. Her knowledge, compassion, and friendly demeanor demonstrates to me that being a case manager is not just a job to her. This is her passion, and her genuine concern shows through at all times.” [viii]
“The [case managers organization] ably guided a family member through the health care maze in New York City and kept me updated every step of the way, even though I live in Nebraska. They were knowledgeable, compassionate and also had a sense of humor. Who could ask for more!”
“Their unique blend of professional sensitivity, medical expertise, and personal attentiveness made all the difference in my mother’s end-of-life care. They were literally on the case—reassuring my mother, directing home caregiving, and keeping me sane!” [ix]

References
[i] 1 https://www.carolinacasemgmt.com/about-us/testimonials/
[ii] 2 https://www.myhealthchoice.com/patients/testimonials/
[iii] 3 https://www.ekhealth.com/about-us/testimonials/
[iv] 4 https://www.executivecasemgmt.com/testimonials-reviews
[v] 5 https://preferredcasemgmt.net/medical-case-managers-testimonials.php
[vi] 6 http://lcius.com/life-care-management/testimonials/
[vii] 7 https://gotoipmg.com/our-team/case-manager-of-the-month
[viii] 8 https://www.corporatecaremgmt.com/Testimonials/
[ix] 9-10 https:/www.health-sense.org/about-us/testimonials/