© 2013 National Standards of Practice for Case Management


Four – Evaluation and Outcomes

Standard Casemanagement actions are outcome oriented. Periodic reassessment and evaluation of Client outcomes is conducted against the expected outcomes and available evidence. Rationale The purpose of case management actions is to support Clients to achieve desired goals/outcomes. The outcome is based on available evidence which demonstrates effectiveness. Evaluation activities measure the effectiveness and efficiency of the case management interventions that were planned to meet Client goals. The Case Manager must undertake periodic evaluation as stipulated by the agency, program and/or funding body guidelines and/or policies and procedures and at the request of Clients. Interpretation Case management is a dynamic process that is driven by the desire to meet targeted outcomes. These outcomes are Client centred and must satisfy the criteria set by agency, program and/or funding body guidelines and/or policies and procedures. Identifying the ongoing needs of the Client occurs during the evaluative actions of case management. This includes information from Clients and key stakeholders to determine progress against the agreed goals within the care plan. Case Managers implement/adjust resources, services and supports to meet agreed goals and must therefore determine the movement made towards or away from these goals. This includes determining Client satisfaction and the assessment of the costs against the benefits achieved, assessment of the services provided (quality/ effectiveness), and Case Manager quality/effectiveness in supporting the Client.

Guidelines Case Managers are expected to:

4A Indicate how outcomes have been achieved through the phases of Screening, Assessing, Stratifying Risk, Planning, Implementing (care coordination), Monitoring, Transitioning, Disengagement and Feedback (as applicable). 4B Promote the development/extension of resources where service gaps are identified. 4C Examine issues related to sustainability of care for the Client’s level of need. 4D Demonstrate actions to support improvement/ maintenance of quality of life for Clients. 4E Review with the Client the quality/volume of ongoing support required to meet Client goals. This includes the identification/review of parameters for disengagement of Clients (where applicable). 4F Practise within guidelines for currently identified evidence based best practice. 4G Practise in accordance with the CMSA National Code of Ethics for Case Management and agency/program and/or funding body guidelines and/or policies and procedures. 4H Participate in research activities as a means to continually improve practise. 4I Access a person experienced in case management who is able to provide supervision and/or mentoring (as applicable). 4J Undertake at least minimum levels of continuing professional training and development in accordance with CMSA certification requirements and/or pursuant to the relevant specifications and/or mandatory requirements of a professional body, agency, case management program and/or funding body. 4K Develop skills and knowledge to meet specific Client group needs (specialisation). 4L Participate in public discussion and debate to raise the profile and understanding of Case Managers/ case management.


National Standards of Practice for Case Management

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