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How can you measure satisfaction with your case management providers?

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Case management is a collaborative process that involves assessing, planning, implementing, coordinating, monitoring, and evaluating the options and services required to meet the needs of clients and their families. As a case manager, you want to ensure that your clients receive high-quality, timely, and cost-effective care from your network of providers. But how can you measure satisfaction with your case management providers? In this article, we will explore some methods and tools that can help you collect and analyze feedback from your providers and use it to improve your case management practice.

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1 Why measure provider satisfaction?

Measuring provider satisfaction is important for several reasons. First, it can help you identify the strengths and weaknesses of your case management providers and their performance. Second, it can help you foster positive relationships and communication with your providers and increase their engagement and retention. Third, it can help you demonstrate the value and impact of your case management services to your clients, funders, and stakeholders. Fourth, it can help you align your case management goals and outcomes with your providers' expectations and needs.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Measuring satisfaction with case management providers involves gathering feedback on their responsiveness, understanding of needs, effectiveness in resolving issues, and overall service quality through surveys, interviews, or performance metrics.

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Lokesh (Loki) Thondavada

Risk Advisory l Life Coach l Author of The True Self
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First we need to understand every touch point of clients journey, based on that differentiate each step of the journey to measure customer experience - engage with internal and external stakeholders - human interactions versus technology - frequency of feedback to measure outcomes - based on insights we improve customer experience Very important and pivotal to understand and have metrics in place to measure customer service and Customer experience

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2 How to measure provider satisfaction?

Measuring provider satisfaction entails different methods and tools, which can be tailored to your purpose, resources, and context. Surveys, interviews, focus groups, and observation are all common approaches. Surveys ask providers to rate various aspects of your case management services using standardized or customized instruments. Interviews involve open-ended questions about their experiences with your services. Focus groups involve a small group of providers discussing a specific topic related to your services. Lastly, observation involves watching and recording how providers interact with your services. All of these approaches can provide qualitative data that can be analyzed using different methods.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Measuring provider satisfaction is essential to ensure that the services offered meet or exceed expectations, facilitate continuous improvement, identify areas needing attention, and enhance the relationship between providers and clients.

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Lokesh (Loki) Thondavada

Risk Advisory l Life Coach l Author of The True Self
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Good mix of human interactions and technology based feedback - technology based feedback can be done 6-12 times a year - human interactions can be done 3-6 times a year Capture the truth from the feedback and identity areas to improve and acknowledge areas doing exceptionally well

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3 When to measure provider satisfaction?

The timing of measuring provider satisfaction is dependent on your purpose and context. For example, you can measure provider satisfaction before you start working with them to assess their baseline expectations, needs, and preferences. This allows you to tailor your case management services and establish a baseline for comparison. Additionally, you can measure provider satisfaction during the process to monitor their progress, feedback, and satisfaction. This helps identify any issues, challenges, or gaps that may arise and improve your case management services accordingly. Finally, you can measure provider satisfaction after you complete your case management process to evaluate their outcomes, satisfaction, and impact. This helps measure and demonstrate the effectiveness and value of your case management services as well as identify areas for improvement or innovation.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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To measure provider satisfaction, employ tools like satisfaction surveys, focus groups, feedback forms, and service quality assessments, which should include quantitative and qualitative questions tailored to the specific services provided.

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4 How to use provider satisfaction data?

Collecting provider satisfaction data is not enough; it must be used to inform and improve your case management practice. You can report your provider satisfaction data to clients, funders, and stakeholders, illustrating your achievements and challenges with charts, graphs, tables, quotes, or stories. Review this data with staff, team, or partners to reflect on your performance and practice. Plan case management actions and strategies based on the data to enhance quality and outcomes. Implement the plan with resources, tools, or supports to monitor results. Finally, learn from the data and experience through feedback, coaching, or training and apply that knowledge to your practice.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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When to measure provider satisfaction depends on the service cycle and objectives but is commonly done at regular intervals (e.g., quarterly or annually), after service delivery completion, or when significant changes occur in service provision.

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5 How to measure your own satisfaction?

As a case manager, you also need to measure your own satisfaction with your case management providers and services. Measuring your own satisfaction can help you assess your own performance, motivation, and well-being. You can use the same methods and tools that you use to measure your provider satisfaction, such as surveys, interviews, focus groups, or observation. You can also use self-assessment tools, such as scales, checklists, or journals, to measure your own satisfaction. You can use your own satisfaction data to improve your case management practice and personal development.

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Lokesh (Loki) Thondavada

Risk Advisory l Life Coach l Author of The True Self
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By having a client engagement plan or client action plan - overall work load versus key clients - quarterly review of outcomes - quarterly review of progress versus KPIs - learning and development based on feedback Always being curious to learn and develop

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6 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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How can you measure satisfaction with your case management providers?

1

2

3

4

5

6

1 Why measure provider satisfaction?

2 How to measure provider satisfaction?

3 When to measure provider satisfaction?

4 How to use provider satisfaction data?

5 How to measure your own satisfaction?

6 Here’s what else to consider

Case Management

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How can you measure satisfaction with your case management providers?

1

2

3

4

5

6

1 Why measure provider satisfaction?

2 How to measure provider satisfaction?

3 When to measure provider satisfaction?

4 How to use provider satisfaction data?

5 How to measure your own satisfaction?

6 Here’s what else to consider

Case Management

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