How do you overcome the barriers to accessing case management services for high-risk or complex patients?

1 Educate your patients

One of the first steps to overcoming the barriers to accessing case management services is to educate your patients about what case management is, how it can benefit them, and what they can expect from it. You can use various methods to inform your patients, such as brochures, videos, posters, or flyers, and tailor them to their literacy level, language, and culture. You can also explain the role and scope of case management during your initial assessment or referral, and answer any questions or concerns your patients may have.

2 Build trust and rapport

Another key factor to overcoming the barriers to accessing case management services is to build trust and rapport with your patients. You can do this by being respectful, empathetic, and supportive, and by showing genuine interest in their needs, preferences, and goals. You can also use motivational interviewing techniques, such as open-ended questions, affirmations, reflections, and summaries, to elicit their values, strengths, and motivations, and to help them resolve any ambivalence or resistance they may have. Additionally, you can use shared decision making and patient-centered care principles, such as involving your patients in setting their goals, choosing their interventions, and evaluating their progress.

3 Address social determinants of health

Another important aspect to overcoming the barriers to accessing case management services is to address the social determinants of health that may affect your patients' ability or willingness to engage with case management. Social determinants of health are the conditions in which people are born, grow, live, work, and age, and they include factors such as income, education, housing, transportation, food security, and social support. You can assess your patients' social determinants of health using screening tools, surveys, or interviews, and refer them to appropriate resources or programs that can help them overcome or mitigate their challenges. You can also collaborate with other providers or agencies that can offer additional support or services to your patients.

4 Use technology and innovation

Another useful strategy to overcoming the barriers to accessing case management services is to use technology and innovation to enhance your communication, collaboration, and coordination with your patients. You can use various tools and platforms, such as phone calls, text messages, emails, apps, or portals, to provide your patients with timely information, reminders, feedback, or education. You can also use telehealth or virtual care options, such as video conferencing, remote monitoring, or online consultations, to deliver your case management services to your patients who may have difficulty accessing in-person services due to distance, mobility, or transportation issues. Moreover, you can use electronic health records or data systems to share information and coordinate care with other providers or stakeholders involved in your patients' care.

5 Evaluate and adapt your services

Another essential component to overcoming the barriers to accessing case management services is to evaluate and adapt your services according to your patients' needs, preferences, and outcomes. You can use various methods and measures to evaluate your case management services, such as surveys, interviews, focus groups, audits, or indicators, and collect feedback from your patients, their families, or other providers or partners. You can also use quality improvement models or frameworks, such as Plan-Do-Study-Act (PDSA) cycles, to identify gaps, issues, or opportunities for improvement in your case management services, and implement changes or solutions accordingly. Furthermore, you can monitor and track your patients' progress and outcomes using standardized tools or scales, and adjust your case management plans or interventions as needed.