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Care Management Redesign: Increasing Care Manager Time With Patients and Providers While Improving Metrics

Kowinsky, Amy RD, LDN; Greenhouse, Pamela K. MBA; Zombek, Victoria L. BSN, RN; Rader, Sandra L. DNP, RN; Reidy, Margaret E. MD

Journal of Nursing Administration: September 2009 - Volume 39 - Issue 9 - p 388-392
doi: 10.1097/NNA.0b013e3181b3b617

In many hospitals, addressing increasing financial and regulatory requirements has resulted in a decline in care managers' time spent communicating directly with patients, families, and healthcare providers. The authors discuss the redesign of a hospital care management model that increased the time care managers spend with patients, families, and other care professionals, while patient satisfaction increased, labor cost remained neutral, length of stay decreased, and the payment denial rate remained among the country's lowest.

Authors' Affiliations: Improvement Specialist (Ms Kowinsky), Associate to Chief Quality Officer (Ms Greenhouse), Donald D. Wolff Jr Center for Quality Improvement and Innovation of University of Pittsburgh Medical Center (UPMC), Pittsburgh, Pennsylvania; Director of Care Management (Ms Zombek), Vice President of Patient Care Services and Chief Nursing Officer (Dr Rader), UPMC Shadyside, Pittsburgh, Pennsylvania; Vice President of Medical Affairs and Medical Director of Collaborative Care Management Department (Dr Reidy), UPMC Presbyterian Shadyside Hospital, Pittsburgh, Pennsylvania.

Corresponding author: Ms Greenhouse, 5622 Melvin St, Pittsburgh, PA, 15217 (

© 2009 Lippincott Williams & Wilkins, Inc.