© 2013 National Standards of Practice for Case Management

STANDARD 4 – EVALUATION AND OUTCOMES

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).

Satisfactory

Below satisfactory

Not applicable

CM documentation shows reviews carried out at Client’s requests.

There is no documentation by CM to show that reviews have been carried out as requested by the Client.

No requests initiated by Client.

CM undertakes a formal evaluation process as stipulated by agency/ program and/or funding body guidelines and/or policies and procedures. CM documentation demonstrates period review of Client rights and responsibilities pursuant to agency/ program and/or funding body guidelines and/or policies and procedures. CM reviews Client consent in accordance with agency/program and/or funding body guidelines and/or policies and procedures.

There is no demonstration by CM of formal evaluations.

There is no documentary evidence by CM that rights and responsibilities have been reviewed and discussed with the Client.

Client consent not reviewed by CM. Consent reviewed but not in accordance with agency/program and/or funding body guidelines and/ or policies and procedures. Documentation by CM does not demonstrate the comparison of actual outcomes against expected outcomes recorded within Client goals. The CM is not able to propose alternative scenarios that could have led to the Client’s outcomes. No documentation by CM to show feedback from key stakeholder has been received and used to evaluate Client progress/experience towards agreed goals. Client outcomes are not assessed against expected outcomes (research or other Clients). Client outcomes are not recorded by CM in accordance with agency/ program and/or funding body guidelines and/or policies and procedures. CM does not review Client’s competence to make informed decisions.

The CM compares the expected outcomes documented within the Client goals against actual outcomes.

The CM is able to consider the extraneous events that may have resulted in unexpected Client outcomes. CM documents feedback from key stakeholders and uses information to evaluate progress toward Client goals or impacts on Client experiences. CM compares Client individual outcomes against other Client’s outcomes and the available current research. Client outcomes are recorded by CM in accordance with agency/program and/or funding body guidelines and/or policies and procedures.

CM reviews Client’s competence to make informed decisions and/or seeks specialist opinion (as applicable).

Self Assessment

Satisfactory

Below satisfactory

Not applicable

Verified Assessment

Satisfactory

Below satisfactory

Not applicable

28 National Standards of Practice for Case Management