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What are the best ways to understand your clients' needs and expectations in case management?

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As a case manager, you want to provide the best possible service to your clients, whether they are individuals, families, or groups. But how do you know what they need and expect from you? How do you communicate effectively, build trust, and deliver outcomes that meet their goals? In this article, we will explore some of the best ways to understand your clients' needs and expectations in case management, and how to apply them in your practice.

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1 Assess their situation

The first step to understanding your clients' needs and expectations is to conduct a comprehensive assessment of their situation. This involves gathering information about their strengths, challenges, preferences, resources, and goals. You can use various tools and methods to collect and organize this data, such as interviews, questionnaires, observations, records, or standardized instruments. The assessment should be client-centered, holistic, and culturally sensitive, and should involve the client and other relevant stakeholders as much as possible.

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Sandy Dudzik

Accounts Payable Specialist at Mizkan America
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When I have been asked to 'turn-around' a difficult relationship, I have found that one action can have an immediate impact in improving the relationship. The first one is to have an in-person meeting. Given the way that Covid has changed the world this can be more challenging than it used to be so it may be a teleconference but make it happen. Block out a big chunk of time. This sends a message to the client that you/your company is making a commitment to correcting the situation. Give them the time to describe their business and share their challenges.

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Ashley Dame

North Atlanta Real Estate and Home Improvement Services
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I agree with Sandy. Even the best communicators will at some point fail. Watch out for these roadblocks and avoid many of them altogether with regular in-person (or whatever type of face to face is possible for the situation). I’ve also found that when a client “knows”, or feels confident, that you truly care and are invested in the outcome, it makes all the difference in the world and they are better able to withstand surprises and the unknown.

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2 Listen actively

The second step to understanding your clients' needs and expectations is to listen actively to what they say and how they say it. Listening actively means paying attention to both the verbal and non-verbal cues of your client, such as their tone, body language, emotions, and values. It also means asking open-ended questions, reflecting back what you hear, summarizing key points, and clarifying any misunderstandings. Listening actively shows your client that you respect and value their perspective, and that you are interested in learning more about them.

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Ashley Dame

North Atlanta Real Estate and Home Improvement Services
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Open ended questions are excellent, but not everyone has the same vision or current ability that you might, or that you assume they have. Assumptions like this can be dangerous. Open ended questions are great, gently steered in the direction of success. Otherwise, particularly in the case of a client who is struggling to see the same vision or feels lost, you run the risk of getting too far off track or, worse, destroying a relationship.

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Laura Daniels BSN, RN,

Founder?Registered Nurse ?Board Certified Patient Advocate ?Certified Dementia Practitioner ? Over 30 Years of Experience in Geriatric Care & Patient Advocacy
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Tounderstand your clients' needs and expectations listening is a crucial skill, especially when assisting clients in navigating complex processes like care transitions. Here are a few ideas: 1. Give Full Attention 2. Reflect and Clarify 3. Listen for Emotions and Underlying Concerns 4. Use Open-Ended Questions 5. Be Aware Cultural Sensitivity 6. Practice Empathy 7. Show Respect and Patience 8.Adjust Communication Style 9. Be Aware of Cognitive Changes 10. Summarize and Reflect By incorporating these strategies, you can build stronger, more meaningful connections with older adults, ensuring they feel heard, respected, and valued.

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3 Empathize with them

The third step to understanding your clients' needs and expectations is to empathize with them. Empathy means putting yourself in their shoes and trying to feel what they feel, without judging or imposing your own opinions. Empathy helps you to understand the underlying motivations, fears, and hopes of your client, and to acknowledge their feelings and experiences. Empathy also helps you to build rapport and trust with your client, and to foster a collaborative and supportive relationship.

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Ashley Dame

North Atlanta Real Estate and Home Improvement Services
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In my experience, people have varying levels of ability when it comes to empathy. When you are repeatedly working to understand and be understood, recognize if you are repeatedly coming up empty. Rather than becoming frustrated with yourself or your client, switch gears and consider this: are you the best person for this job? It’s possible that you occasionally will fail where someone else can succeed. If you can recognize this, you still have an opportunity for victory if you are able to step back and connect your client with the person who IS best suited for the job.

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4 Educate them

The fourth step to understanding your clients' needs and expectations is to educate them. Education means providing your client with relevant and accurate information about their situation, options, rights, and responsibilities. Education helps your client to make informed decisions, to understand the benefits and risks of different interventions, and to be aware of the expectations and limitations of the case management process. Education also helps you to establish your role and boundaries as a case manager, and to set realistic and achievable goals with your client.

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Ashley Dame

North Atlanta Real Estate and Home Improvement Services
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Knowledge can be extremely powerful, given the information is correct. You can’t treat the imparting of knowledge as a one-size-fits-all regime. Always remember this: we are not all created the same. Why then should you expect one method to work as a one-size-fits-all learning system? In business as in life, meet your client where they’re at. Serve your client the way they need to be served. A platter filled with beautiful and delectable foods is wasted if your client doesn’t see something on there that appeals to him.

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5 Negotiate with them

The fifth step to understanding your clients' needs and expectations is to negotiate with them. Negotiation means finding a common ground and a mutually acceptable solution between your client and other parties involved in the case management plan, such as service providers, family members, or employers. Negotiation requires effective communication, conflict resolution, and problem-solving skills, as well as respect and flexibility. Negotiation helps you to balance the needs and expectations of your client with the available resources and constraints, and to ensure that everyone is on the same page.

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Ashley Dame

North Atlanta Real Estate and Home Improvement Services
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I agree. Personally, I have found that there is very little in life or business that I haven’t looked at with the mindset of it being negotiable. This mindset will only work if you broaden your understanding of what could be an acceptable solution.

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6 Evaluate with them

The sixth and final step to understanding your clients' needs and expectations is to evaluate with them. Evaluation means measuring and monitoring the progress and outcomes of the case management plan, and making adjustments as needed. Evaluation involves collecting and analyzing feedback from your client and other stakeholders, using quantitative and qualitative indicators, such as satisfaction, quality of life, or functional status. Evaluation helps you to determine if the case management plan is meeting the needs and expectations of your client, and to identify any gaps or areas for improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to understand your clients' needs and expectations in case management?

1

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3

4

5

6

7

1 Assess their situation

2 Listen actively

3 Empathize with them

4 Educate them

5 Negotiate with them

6 Evaluate with them

7 Here’s what else to consider

Case Management

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What are the best ways to understand your clients' needs and expectations in case management?

1

2

3

4

5

6

7

1 Assess their situation

2 Listen actively

3 Empathize with them

4 Educate them

5 Negotiate with them

6 Evaluate with them

7 Here’s what else to consider

Case Management

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