What are some key indicators of a sustainable case management program?

1 Client satisfaction

One of the most important indicators of a sustainable case management program is the level of satisfaction and engagement of the clients. Client satisfaction reflects the quality and effectiveness of the services provided, as well as the relationship and communication between the case manager and the client. You can assess client satisfaction through surveys, interviews, feedback forms, or other methods that capture the client's perspective and experience. A high client satisfaction rate indicates that your case management program is meeting the needs and expectations of the people you serve, and that they are likely to continue using your services and recommend them to others.

2 Case manager retention

Another key indicator of a sustainable case management program is the retention and turnover of the case managers. Case managers are the core of the program, and their skills, knowledge, and motivation are essential for delivering quality care. However, case management can also be a challenging and stressful profession, with high demands, complex cases, and emotional burdens. Therefore, it is important to monitor and support the well-being and satisfaction of the case managers, and to provide them with adequate training, supervision, recognition, and resources. A low case manager turnover rate indicates that your case management program is retaining and valuing its staff, and that they are committed and engaged with their work.

3 Outcomes and impact

A third key indicator of a sustainable case management program is the outcomes and impact of the services provided. Outcomes are the changes or results that occur as a consequence of the case management interventions, such as improved health, functioning, quality of life, or access to care. Impact is the broader or longer-term effect of the case management program on the clients, the system, or the society. You can measure outcomes and impact through indicators such as clinical data, functional assessments, service utilization, cost-effectiveness, or social determinants of health. A positive and consistent outcomes and impact rate indicates that your case management program is achieving its goals and making a difference for the clients and the community.

4 Innovation and improvement

A fourth key indicator of a sustainable case management program is the innovation and improvement of the services provided. Innovation and improvement are the processes of identifying, testing, and implementing new or better ways of doing things, based on evidence, feedback, or best practices. Innovation and improvement can involve aspects such as service delivery models, case management tools, technology, partnerships, or policies. You can measure innovation and improvement through indicators such as quality improvement projects, pilot studies, audits, evaluations, or accreditation. A high innovation and improvement rate indicates that your case management program is constantly learning and evolving, and that it is responsive and adaptable to the changing needs and environments.

5 Stakeholder collaboration

A fifth key indicator of a sustainable case management program is the stakeholder collaboration of the services provided. Stakeholder collaboration is the degree and quality of the interaction and cooperation between the case management program and other relevant parties, such as clients, families, providers, organizations, or systems. Stakeholder collaboration can enhance the coordination, integration, and continuity of care, as well as the advocacy, empowerment, and participation of the clients. You can measure stakeholder collaboration through indicators such as referrals, networks, agreements, protocols, or feedback. A high stakeholder collaboration rate indicates that your case management program is building and maintaining strong and positive relationships, and that it is working in a collaborative and holistic way.

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?