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Home > Disease Management
How to Measure and Improve Case Management Performance
How to Measure and Improve Case Management Performance
How to Measure and Improve Case Management Performance
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This comprehensive resource contains detailed information on how to design and implement a measurement and improvement strategy in case management services. The techniques are applicable to any health care provider or health plan setting. The book includes sample measures, forms, checklists, performance criteria, job descriptions, and other ready-to-use materials.

Table of Contents

How to Use this Handbook

Chapter 1: Care Management Strategic Planning, Measurement and Implementation

Components of the planning process

Step 1: The strategic plan

Common care management strategic goals

Select patient populations

Define objectives

Develop action plans

Step 2: The measurement plan

Measurement systems

Measurement plan for patients with CHF


Data collection plan

Feedback system

Step 3: Operationalize the Strategic and Measurement Plans

Chapter 2: Care Management Macro-Level Performance Measures

Types of measurement

Performance measures

Linking objectives and macro-level measures

Are you ready to measure care management performance?

Define patient-specific objectives

Selecting macro-level performance measures

Objectives, action plans and measures for CABG patients

Define measures of success

Measurement principles

Planning for data collection

Chapter 3: Case Management Department Micro-Level Performance Measures

Types of measures

Process measures

Outcome measures

Financial outcome measures

Satisfaction measures

Selecting micro-level performance measures

Identify important tasks

Define measures

Establish acceptable levels of performance

Identify responsible people/groups

Chapter 4: Reporting and Evaluating Performance Data

Types of reports

Macro-level measurement reports

Micro-level measurement reports

Detailed measurement reports

Graphical data displays

Examples of micro-level case management reports

Detailed evaluations of case management performance

Assess and improve case management performance

Use measurement results

Identify needed corrective actions

Common contributing factors in poor performance

Care management performance improvement project

Chapter 5: Measuring and Managing the Performance of Individuals

Management's responsibilities

Defining job competencies

Job analysis

Essential job functions

Written job descriptions

Age-specific competence

Measuring individual performance

Performance evaluation techniques

Measuring age-specific performance

Moving to performance management

Appendix A

Important Case Management Tasks and Relevant Performance Measures

Appendix B

Sample Case Manager Job Descriptions

Appendix C

Strategic Planning and Performance Measurement Forms

Publication Date: May 2006
Number of Pages: 138
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