| Case Management Patient Communication Toolkit Janet L. Blondo, LCSW-C, MSW, CMAC, ACM, CCM, C-ASWCM, ACSW The information the case manager communicates to the patient, family/caregiver, hospital team, and postacute care providers is paramount to getting the patient the right care in the right place at the right time and potentially avoiding a readmission. Communication is essential to the role of case management, yet crafting a universal message that both the patient and the case manager understand is a challenge for many hospitals. The Case Management Patient Communication Toolkit helps ensure case managers are delivering that universal message. It covers a variety of topics, including the following: | 
$255 (Toolkit Includes
5 Handbooks and
5 Pocket Cards) |
- Beginning a discharge plan early and collaborating with the care team, patient, and family/caregiver to determine the right care, the appropriate setting for receiving care, and the appropriate time to move to that care setting
- Selecting criteria for screening and assessing patients, which can influence staffing mix and budgets
- Explaining patient status and notices to patients and families, with particular emphasis on the changes brought on by the NOTICE Act
- Evaluating a patient’s capacity and communicating with the correct decision-maker when the patient lacks capacity
The toolkit is portable enough for case managers to use daily, and the included pocket card can easily be referenced while interacting with patients and families/caregivers. The pocket card offers guidance on how to appropriately communicate with patients so they understand their care and treatment. The handbook provides more detailed information about the topics on the pocket card, including information about asking questions to identify risk factors for an adverse event and planning for discharge when the patient is returning home. It also offers further detail about the timing and language of notices as well as guidance about what to do when patients refuse to sign them. |
