Patient-centeredness is a cornerstone of case management practice. Professional case managers must conduct a clinical assessment to develop a care plan that addresses the clinical issues as well as the patient's needs, preferences, values, and choices. To achieve patient-centeredness, the case manager must engage with the patient in order to build a relationship that supports the patient-identified goals and addresses gaps in care. This article provides information on key terms in patient-centeredness, such as patient satisfaction, patient experience, and patient empowerment. The article ends with two case examples to show how the interventions outlined can be applied in specific situations.
Patient-centeredness applies to all settings and levels of care.
The case manager will learn about successful organizational strategies that can be deployed to support patient-centeredness. The article also identifies several key case-specific strategies that can be deployed when case managers work with patients. The metrics used in evaluating and improving patient-centeredness are also described.
Michael B. Garrett, MS, CCM, CVE, NCP, BCPA, has more than 30 years of experience in case/care management, utilization management, and health care quality in a wide range of benefit systems. He holds a Master of Science in clinical psychology, and he is a Certified Case Manager, Certified Vocational Evaluator, Nationally Certified Psychologist, and Board-Certified Patient Advocate.
Address correspondence to Michael B. Garrett, MS, CCM, CVE, NCP, BCPA, 214 E. Edgar St, Seattle, WA 98102 (firstname.lastname@example.org).
The author reports no conflicts of interest.