CASE MANAGEMENT EVALUATION TOOL
Charlotte TGA
QM Committee Report
Date: March 19, 2010 Overall Summary of Case Management Observations
Five (5) out of the six (6) CM Agencies were observed RAIN, Cabarrus, Catawba, Living
Water and Quality Home Care Services
There were 8 Categories/questions asked or reviewed.
What is the orientation process?
Job description:
All agencies have written job description. 50% of the agencies have a written structured orientation schedules. 100% of the agencies stated that at least one full week of coworker shadowing is done. 80% of all new Case Managers attend the NC State case management training. Are there documents to backup procedures?
100% Job description 50% orientation checklist and schedule
Action Taken to Resolve Complaint:
All agencies have a structured procedure that is signed by the client to include the
agency’s chain of command as well as the Ryan White Office as an end result.
How are new Case Managers informed of expectations?
90% of the agencies have 30-90 days goal expectations that they are given during orientation and from the job description. One-on-one meetings with the Case Management Supervisor.
From the Ryan White Case Management Handbook. Is there proof of credentials?
All case managers have transcript or diploma proof.
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How are they seen?
In Office:
Two agencies conducted 90% of their client visits in the office. One agency conducted 75% of their visits in the office. One agency conducted 60% on of the visits in the office and Two conducted less than 20% of the visits in the office. Home Visit:
Two agencies have 80% home visits, One agency conducts 40% of their visits in the home. The remaining three agencies provide 25% or less of the visits in the home. Barriers to Office Visit:
A). Transportation:
1. Client does not have a vehicle
2. Agency not located near bus line
3. Transportation services not available for that particular time/Date
4. Client not physically capable
B). Stigma
What Are the Daily/Monthly Billable Hours?
2.25 hours/day to 6.5hours/day
Chart Organization:
All was acceptable and organized by tabs or dividers
What is the date for observation?
From October 2009 to March 2010
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Summary:
1. Home visits are necessary to ensure client safety but not appropriate for every
monthly visit.
a) Not having the paperwork you need when going on home visits.
b) Not able to make copies of necessary eligibility documents causing
multiple trips.
2. Listen to the client and don’t ask repetitious questions. Active listen.
3. All CM agencies will need to create a structured orientation process in writing
and a checklist with dates and initials of completion – signed by
supervisor/HR.
4. We will need to establish a reasonable rate for billable hours.
5. Some agencies make a habit of preparing a list of issues to be discussed prior
to the client visit. This is a good benefit to the client and case manager (a
checklist)
6. Referrals should be made out of necessity not as a matter of routine. – The
need should dictate this function.
This summary is a compilation of key elements in need of improvement overall throughout the
TGA. As with any multi-agency project, not all elements affect all agencies. Standardization of
forms and process to ensure the highest quality of care is given, is the over arching goal.
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