Care management redesign: increasing care manager time with patients and providers while improving metrics.
In many hospitals, addressing increasing financial and regulatory requirements has resulted in a decline in care managers' time spent communicating directly with patients, families, and healthcare providers. The authors discuss the redesign of a hospital care management model that increased the time care managers spend with patients, families, and other care professionals, while patient satisfaction increased, labor cost remained neutral, length of stay decreased, and the payment denial rate remained among the country's lowest.
Kowinsky
Amy
A
Donald D. Wolff Jr Center for Quality Improvement and Innovation, University of Pittsburgh Medical Center, Pittsburgh, Pennsylvania, USA.
Greenhouse
Pamela K
PK
Zombek
Victoria L
VL
Rader
Sandra L
SL
Reidy
Margaret E
ME
D003142:Communication; D003266:Continuity of Patient Care / Q000458:organization & administration*; D017598:Efficiency, Organizational; D006801:Humans; D007902:Length of Stay; D016294:Models, Nursing; D024802:Nurse's Role; D015401:Nursing Administration Research; D015403:Nursing Evaluation Research; D017063:Outcome Assessment, Health Care; D010351:Patient Discharge; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000458:organization & administration*; D010414:Pennsylvania; D010865:Pilot Projects; D011321:Primary Nursing / Q000458:organization & administration*; D012948:Social Work Department, Hospital / Q000458:organization & administration; D013996:Time and Motion Studies; D014600:Utilization Review / Q000458:organization & administration*