Case managers play a vital role in serving the diverse populations we engage with. Despite the ever-changing landscape and challenges in healthcare, our focus remains centered on the patient. We place patients at the heart of everything we do. “The patient is the center of all we do” encapsulates a core principle of patient-centered care. Every case management intervention prioritizes the patient’s needs, preferences and overall well-being.

Case managers treat all patients with respect and compassion, honoring their values, culture and choices. Case managers care for the whole person, addressing physical, emotional, psychological and social needs. Case managers facilitate communication between patients, families, providers and physicians, ensuring communication is clear and honest. Plans of care are individualized, incorporating the patient’s unique health issues and personal preferences. Collaboration and teamwork are cornerstones of case management. The multidisciplinary team approach provides comprehensive care, encompassing all aspects of the patient’s well-being. Patients are empowered and encouraged to play an active role in their healthcare. Case managers facilitate this by providing information, support and encouragement that enables patients and their families to make informed decisions. These are the essential elements of patient-centered care. The result is enhanced patient satisfaction, improved health outcomes and a more effective and compassionate healthcare system.

Caring is a core value for case managers. Caring is evident as we deliver high-quality care that is compassionate, respectful, supportive and responds to the needs, preferences and values of our patients and their families.

THE INFLUENCE OF DR. JEAN WATSON’S THEORY OF HUMAN CARING

Along with Dr. Colleen Morley-Grabowski, I had the pleasure to meet and interview Dr. Jean Watson last year at the CMSA Annual Conference. It was an experience I will never forget. Dr. Watson’s theory was the basis of my master’s thesis and the cornerstone of my professional case management practice. Dr. Watson’s Theory of Human Caring is widely recognized for its emphasis on the moral and ethical responsibility of healthcare providers to provide compassionate, respectful and empathetic care. This leads to fostering a deeper connection with patients and enhancing the healing process. Her theory emphasizes the humanistic aspects of providing care in combination with scientific knowledge.

Dr. Watson advocates for a holistic approach to healthcare. Her theory focuses on relationships with patients and the promotion of overall well-being. Her 10 Caritas processes guide healthcare providers in delivering compassionate, patient-centered care and practicing loving kindness. This includes being present, cultivating spiritual practices and developing helping, trusting and caring relationships. The Theory of Human Caring supports the expression of feelings—negative and positive. Focus is placed on creating a healing environment and assisting with basic needs. Dr. Watson’s theory recognizes the patient as a unique individual with specific needs and situations. She feels that interactions between the patient and healthcare provider can have a profound effect on all parties. In summary, Dr. Watson’s theory promotes the idea that caring for the patient involves considering their physical, emotional, social and spiritual needs, aiming for harmony and healing in all aspects of life. Patient-centered care is the essence of Dr. Watson’s theory.

COMMITMENT TO EXCELLENCE IN CASE MANAGEMENT

CMSA recognizes and celebrates patient-centered care. The CMSA Standards of Practice for Case Managers provides guiding principles for providing holistic patient-centered care. Those principles include:

  • Using a client-centric, collaborative partnership approach that is responsive to the individual client’s culture, preferences, needs and values.
  • Facilitating clients’ self-determination and self-management through the tenets of advocacy, shared and informed decisionmaking, counseling and health education, whenever possible.
  • Using a comprehensive, holistic and compassionate approach to care delivery that integrates a client’s medical, behavioral, social, psychological, functional and other needs.
  • Practicing cultural and linguistic sensitivity and maintaining current knowledge of the diverse populations served.
  • Supporting clients and their support systems with access to available and advancing technologies such as applications, patient portals and telehealth services (The CMSA Standards of Professional Case Management Practice).

In addition, the Standards of Practice states: “The Professional Case Manager is responsible for being patient-centered and is held accountable to maintain the education and skills needed to deliver quality care.”

CMSA is committed to enhancing the well-being of individuals, families, caregivers and support systems. We are steadfast in our commitment to enhancing patient care, fostering positive results, minimizing costs and meeting the objectives of value-based care. CMSA empowers case managers to deliver patient-centric care by defining standards of practice, establishing best practices for case management, impacting policy to improve health outcomes and providing evidence-based tools and resources for case managers. Providing excellent patient-centered care is why we do what we do. Case managers make a positive difference in the lives of those we serve, today and every day.

It is an honor and a privilege to give back to our profession and serve you through CMSA. Let’s work together to enhance the quality of patient-centered care.

REFERENCE

CMSA Standards of Practice for Case Management at https://www.cmsa.org.

janet coulter

Janet Coulter, MSN, MS, RN, CCM, FCM, President of the Case Management Society of America