What Case Managers Deserve in a Health IT System

This month CMSA and others celebrate the contributions and commitments of case managers who serve in many different capacities throughout the U.S. health care system. Case managers help fulfill multiple roles, from managing a patient’s health and working with providers and payers to making sure limited resources are distributed and used appropriately. It often can be a demanding and stressful job, but also one that is extremely rewarding.

As we recognize case managers, we also must remember to continue investing in the development and support of case managers. Part of this opportunity and challenge lies in health information technology (IT), an area I have discussed often in this column in recent years.

With the continued evolution of electronic health record systems, we need to remember a number of key issues. Here is a high level list of items that case managers should keep in mind when selecting or using technology in their practice:

1. Efficiency. Does the software system save case managers time and make them more efficient?

2. Usability. Is the application user-friendly and intuitive, so there is less training needed?

3. Functionality. Does the computer solution provide and support workflows covering the key activities associated with care coordination?

4. Flexibility. Can case managers access their applications from any device, including desktop to wireless device?

5. Integration and Interfaces. Does the technology integrate and interface with other IT systems with relative ease?

6. Reporting & Dashboard Capability. Does the application provide real-time data analysis and feedback loops that create actionable information?

7.Privacy & Security. Does it include features that meet and/or exceed federal and state privacy/security requirements?

8. Ability to Customize. Is it easy to configure the software to meet the specific requirements and workflows associated with a care management program without having to go back to the vendor to make the changes?

9. Ability to Update. Can the software/hardware platforms be updated in a reasonable manner and are the updates provided free-of-charge?

10. Scalability. Is the software system scalable and able to expand based on your growing and changing business needs?

11. Affordability. Are the licensing fees affordable today and also in future years?

12. Effectiveness. Does the IT system actually help case managers realize better clinical and financial outcomes?

13. Clinical Content. Does the application contain free clinical content, e.g. assessments, care plans, letters, educational material, etc.?

Obviously, this list does not cover every requirement, but it is useful when considering key things to keep in mind when looking for and deploying a new technology system. Although no care management software or IT solution will meet all of this criteria, it is helpful to have a strategic vision of what we need to do our jobs. Sometimes, the RFP to purchase a software system is so specific and technical, we forget to view the forest through the trees.

As we salute case managers and their professional commitment to helping patients, we also need to make sure they have the right IT resources to optimize their clinical and operational goals.

To contact Pat Stricker:

Email her at pstricker@tcshealthcare.com or reach her at (530) 886-1700 ext. 215.