‘As case management programs proliferate, there is mixed evidence about program success. Traditionally, success is measured by the use of costly health services like hospital and emergency department visits. In this paper we investigate alternative defitions of success from the perspective of case managers. Case managers idenified establishing trust, a change in patient mindset and initiative, and patient stability and independence as key indicators of success. Case managers also emphaisized the importance of patient-defined success and individualized, incremental goals. This paper was also featured in The Better Care Playbook for People with Complex Needs. (https://www.bettercareplaybook.org/resources/defining-case-management-success-qualitative-study-case-manager-perspectives-large-scale)
Recommended citation: Knox, M., Esteban, E. E., Hernandez, E. A., Fleming, M. D., Safaeinilli, N., & Brewster, A. L. (2022). “ Defining case management success: a qualitative study of case manager perspectives from a large-scale health and social needs support program.” BMJ Open Quality. 11(2), e001807.