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National Standards of Practice for Case Management
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.
There is no demonstration by CM of
formal evaluations.
CM documentation demonstrates
period review of Client rights and
responsibilities pursuant to agency/
program and/or funding body guidelines
and/or policies and procedures.
There is no documentary evidence by
CM that rights and responsibilities
have been reviewed and discussed
with the Client.
CM reviews Client consent in accordance
with agency/program and/or funding
body guidelines and/or policies and
procedures.
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.
The CM compares the expected
outcomes documented within the Client
goals against actual outcomes.
Documentation by CM does not
demonstrate the comparison of
actual outcomes against expected
outcomes recorded within Client
goals.
The CM is able to consider the
extraneous events that may have
resulted in unexpected Client outcomes.
The CM is not able to propose
alternative scenarios that could have
led to the Client’s outcomes.
CM documents feedback from key
stakeholders and uses information to
evaluate progress toward Client goals or
impacts on Client experiences.
No documentation by CM to show
feedback from key stakeholder has
been received and used to evaluate
Client progress/experience towards
agreed goals.
CM compares Client individual outcomes
against other Client’s outcomes and the
available current research.
Client outcomes are not assessed
against expected outcomes (research
or other Clients).
Client outcomes are recorded by CM in
accordance with agency/program and/or
funding body guidelines and/or policies
and procedures.
Client outcomes are not 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).
CM does not review Client’s
competence to make informed
decisions.
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).
STANDARD 4 – EVALUATION AND OUTCOMES
Self Assessment
Satisfactory
Below satisfactory
Not applicable
Verified Assessment
Satisfactory
Below satisfactory
Not applicable