CHCCSM005 Develop, Facilitate and Review All Aspects of Case Management

This report covers the knowledge questions and performance tasks related to CHCCSM005 Develop, Facilitate and Review All Aspects of Case Management. It discusses mental health treatment and care, client involvement, cultural considerations, and more.

CHCCSM005 Develop
facilitate and review all aspects
of case management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................5
MAIN BODY..................................................................................................................................5
KNOWLEDGE QUESTIONS.........................................................................................................5
1.1................................................................................................................................................5
1.2................................................................................................................................................5
1.3................................................................................................................................................6
1.4................................................................................................................................................6
2.1a...............................................................................................................................................6
2.1b..............................................................................................................................................6
2.2a...............................................................................................................................................7
2.2b..............................................................................................................................................7
2.2c...............................................................................................................................................7
2.3................................................................................................................................................7
3.1................................................................................................................................................8
3.2a...............................................................................................................................................8
3.2b..............................................................................................................................................8
3.3................................................................................................................................................8
3.4................................................................................................................................................9
3.5................................................................................................................................................9
3.6..............................................................................................................................................10
3.7..............................................................................................................................................10
4.1a.............................................................................................................................................10
4.1b............................................................................................................................................11
4.2 a............................................................................................................................................11
4.2 b...........................................................................................................................................12
4.3..............................................................................................................................................12
4.4..............................................................................................................................................13
4.5..............................................................................................................................................13
5.1..............................................................................................................................................14

5.2..............................................................................................................................................14
5.3..............................................................................................................................................14
5.4..............................................................................................................................................15
5.5 Consideration, protocols and special needs of diverse client population............................15
5.6 Five pieces of information, need from the families of clients.............................................15
5.7 Type of services, available to your clients...........................................................................16
5.8 Rights, roles and responsibilities of case manager..............................................................16
5.9 Impact of value systems of worker, clients and stakeholders on outcomes........................16
5.10 Importance of performance evaluation with a role in the case management process........17
PERFORMANCE TASKS............................................................................................................17
1.1 Case management processes in accordance with statutory requirements............................17
1.2 Appropriate processes to enable clients to set goals and participate in case management..17
1.3 Appropriate cultural considerations into all aspects of case management planning...........17
1.4 Information on right of appeal and avenues of complaint so client understand rights........18
2.1 Facilitate information sharing with client and establishing an appropriate rapport............18
2.2 Identifying and agreeing clients and workers’ roles, responsibilities and processes of
service delivery..........................................................................................................................19
2.3 Determining organisation, family and community needs as well as rights.........................19
3.1 Collaboration with clients to identify strengths and goals an agreed approach to case
management...............................................................................................................................19
3.2 Case management plan to reflect initial assessment of needs.............................................20
3.3 Identification of full range of immediate, short term and long term needs of clients.........20
3.4 Establishment processes to monitor and change case plan..................................................21
3.5 Identification of strategies to deal with complex and high risk situation............................21
3.6 Matching requirements of case plan to experience and geographical location of service
providers....................................................................................................................................21
3.7 Assistance to clients to set and achieve realistic targets for change and taking personal
responsibility..............................................................................................................................22
4.1 Implementing strategies to monitor effectiveness of case management processes against
agreed goals...............................................................................................................................22

4.2 Assessing needs of change in case plan and developing strategies for ongoing interventions
...................................................................................................................................................22
4.3 Negotiate with relevant parties regarding proposed changes, arise from case review........22
4.4 Documentation of case work interventions in compliance with evidence based practices
and confidentiality requirements...............................................................................................23
4.5 Implementation case closure in accordance with organisation procedure...........................23
CONCLUSION..............................................................................................................................23
REFERENCES..............................................................................................................................24

INTRODUCTION
Case management refers to the professional procedure that helps in planning,
implementing, monitoring and evaluating the services that are available for meeting the
individual's health need. This report will clear the concept of case management within providing
the answers of the questions that are related to the case management.
MAIN BODY
KNOWLEDGE QUESTIONS
1.1
Mental health treatment and care:
The mental health act 2014 in Australia is concerned with the mental health & treatment care.
The mental health treatment and care provides the impact over the case management as case
management is the proper coordination of the community based services that has been assure by
the medical professionals. Also, the community workers has to be conduct the practice in
professional manner that involves the fair practices towards the clients and ensures the
confidentiality. The major aspect of the case management is that, identification of the client's
need and performing the mandatory parameters that are needed in order to full-fill the needs of
the individual. It has been found from various studies that, mental health patients are increasing
on a high note and case management assures the quality mental health services to all the people
who are part of the society (Hodkinson and et.al., 2020). Thus, the mental health treatment and
care provides the direct impact on case management as the effective focus has to be made on
evaluation the options that can assure effective mental health to the people
1.2
The client can be involved in the process of case management with the following ways:
 Encouraging clients in order to think about their present and future needs.
 Asking the patients about the areas of improvement as it is very important to know
whether the clients are aware about the areas of improvement needed in them.
 Focusing on creative methods such as, making poster and analysing the client's need.
 Including and showing the images of the families and friends to the client in order to
gather the attention.

It is mandatory to involve the client in this process as the complete steps has been performed for
the service user therefore, there involvement is must. So, the positive outcomes can be approach.
1.3
Inclusion of the culture in case management has been considered as the mandatory part in the
case management as there is a high risk of cultural clashes at a point of time. Therefore, the
cultural understanding leads to provide the idea about the behaviour pattern of the patient. As the
behaviour pattern of the clients has been derived from their culture (Lee and et.al., 2018). Also,
the cultural issues that are impacting the clients need can be identified. The culture can be
included by developing the effective understanding if the cross-cultural communication by the
community worker.
1.4
The client has a complete right to file the complaint with the disability complaint service
organisation. The rights of the service user along with the avenues of appeal is consist of making
the complaint with the aged care assessment team. It is the right of the client that they can make
complaint to the upper authority if something illegal has been experienced. As the complaint is
consists of the disability service. Therefore, this will provide the advocacy and support to the
client and observe the main aspects of the complaints.
2.1a
The formal meetings involve the aspects that revolves around the client such as, ongoing
behaviour pattern and issues of the client, planned parameters that can be taken in consideration
for the client and the interventions as well.
Features of the successful meeting are:
 Providing the focus over single issue at a point of time.
 Using appropriate body language.
 Meeting must consist of the outcomes (Parker, 2018).
 The major objective of the meeting has to be discussed throughout the meeting.
2.1b
Maintaining the records is the important part as it shows the complete procedure that has been
taken place. The records must be done in the impartial and proper communication format in
accordance of the organisational policy. It is mandatory that all this information must be keep

confidential as it is consists of the client personal details (Matiti, 2020). The records must be on
the basis of the present scenario and must be relevant. The record has to keep in such manner
that cannot accessible to third party.
2.2a
It is the role of the community worker that they must ensure the clients rights are fully supported.
It can be done within performing all the policies that are part of the health and social care and
ensures the fair treatment to the client. At the time of induction, the proper understanding has to
be given to the service providers that are part of it (Alrahbi, Khan and Hussain, 2021). The fair
practices by the service users provides the assurance in relation of supporting clients rights.
2.2b
The patient can be involved in the meeting within giving them the opportunities of sharing their
opinions. As the decision that are taken in the meeting can affect the over-all health of the
patients. Effective interaction among the service user and service provider has to be established
in order to increase the involvement of the patient in the decision-making.
2.2c
This assurance of following the legislative parameters can be ensured within generating the
meeting, involving the client, keeping the information of the client confidential along with
getting the feedback of the patient (Harbishettar and et.al., 2019). Keeping records safe is one of
the vital element that provides the assurance of the following the legal terms.
2.3
The organisation has the duty of ensuring that the patients rights are being supported or not
many-time the case manager do not take their responsibilities and accountabilities in proper
manner. As a result, the patient experience some difficulties. Thus, the patient is concerned with
the rights of making complaint. This is the duty of the healthcare department that they must
monitor the complete process so, the actual results can be identified and it can be known whether
the client is aware about their rights or not.

3.1
Strength-based- This approach refers to the potential of the client that has been carrying by the
client itself. Many service user has the high internal potential while some do not have. Thus, this
approach has been used for the clients that has the potential.
Right based- This approach is concerned with the following if rules and regulations that are
made for the people under the healthcare.
Person-centred- This approach refers to ensuring the delivery of the services within maintaining
the dignity and respect towards the client. This ha often known as patient-centred. This approach
leads to add the client in the decision-making as well (Moscrop and et.al., 2019).
Need-based- This approach of ensuring the services based on identifying the needs of client and
on the basis of that the steps has been taken. Mainly this approach has been used for the
individual with special needs.
3.2a
The action plan for the client has to be developed as it provides the overview of the short-terms
and long-term goals that has to be achieved. Also, the resources and time-frame has been
mentioned in the action plan of the clients. It is consists of the steps that has to be performed in
order to achieve the goals. The action plan must be include goals of the client, process of
evaluation, resources, time-frame, consultant, approaches, indicator of the success and so on.
3.2b
The action plan must be based on the organisational policy as it assures the fair practices. It can
be ensured within taking permission from the higher authority as they keep an observation over
the practices of the healthcare.
3.3
It is important to analyse the client and individual needs in developing the case management plan
as the outcomes of the plan are based on this. The range of patients and stakeholders options can
be included in the case management plan by providing them the opportunity of giving their
decision. Also, by making them aware about the current scenario of the patient health along with
the parameters that are required in order to take. Mainly,the stakeholders are the people who are

involved in the process. In includes, family of the client, upper authority and so on. The accurate
information related to the client has to be given to them.
3.4
Monitoring has been considered as one of the vital element in order to implement the action plan.
In order to ensure the positive outcome it is important to achieve the review the steps that has
been taken in consideration for the plan. In order to understand this with clearance, here the five
methods that can used for monitoring:
 Observing within involving more than one staff member that are involved in the final
achievement of the goal (Gavurová and et.al., 2021).
 Maintaining the record-keeping and tracing the issues that are coming in the achievement
of the goal.
 Counselling of client and taking feedback from them as it provides the idea about the
plan is going on track or not.
 An assessment has to be done in relation of the incentives of the achievement.
 Consulting feedback with the medical professionals that has been review same cases
before is also one of the method of monitoring.
3.5
Five strategies that can be used for assessing the risk:
 Listening effectively to the client is one of the best way to deal with high risk as it creates
the sense in the mind of the patient that their opinions are being valued.
 Effective interaction within ensuring the effective communication is one of the important
part that assures the dealing with the high risk and complex situation.
 After listening and communicating with the client help them to take healthy decision that
can be proven as helpful for them.
 At the time of high amount of anger the numerous questions to the client not to be ask.
Wait until the anger gets cool down.
 Be respectful to the client while listening as it provides the impact over them. Also,
creates the sense of inclusion in them.

3.6
The healthcare department can meet the client requirement with the help of expertise and care
workers by assuring the set targets that must include identifying the needs of the client. Once, the
need has been identified then it must be analysed and all the resources that are needed in order to
achieve the objective of the care plan must be evaluated along with the time-frame in which all
actions has to be performed. The case workers are entitled to focus over the cases. They monitor
the steps that has to be taken in account in order to meet the client requirement (Math and et.al.,
2019). Also, the behaviour pattern of the client has been analysed by them in order to take
mandatory actions. The expertise assures the right track of the case plan. The medical experts
have the experience of handling the different cases. There experience helps in identifying the
needs of the client along with suggesting the interventions.
3.7
The targets of the client must be set in such manner that they must be achievable within time.
Setting the targets too high and low may results in not meeting the targets. In the situation of
setting the target too low leads to not meeting the actual goal. May be there is possibility that the
low target has been achieved but, it not assures the quality outcome. On the other hand, setting
too high targets leads to not achieving the target in decided time frame. Therefore, the target
must be set in such manner that can ensure the achievement of the target within actual time-
frame.
4.1a
Determining the five areas that can evaluated as the part of monitoring and reviewing the case
management practices:
 Observing the client is one of the main element in reviewing the case management
practices as it includes the consistent observation provides the idea about the achievement
of set targets or not.
 Service user must be encouraged in order to provide the feedback of their experience so,
the experience related to the care they are getting from the care management team.
 Identification of the problem that are coming in the path of care plan has to be analysed
as this provides the idea about the solutions that are needed to take. On the basis of this,
the strategies and changes has to be take place (Hoge, 2020).

 Documentation is the important part in reviewing as the document is consists of the
records from the initial level to the present level. It provides the idea about the results of
the case.
 At the time of case closure the records of the client must be transfer to the agency in
which the case has to monitor.
4.1b
The feedback from the client can be taken by these ways:
 Focusing on the client behaviour pattern.
 Tracing the issues that are working as a barrier in the client recovery.
 Taking interview of the client.
 Conducting the face to face discussion with the clients is one of the best way in terms of
taking the feedback.
 Conducting the discussion with the experts that address the same case is also one of the
way of collecting the feedback. It also provides the opportunities of taking corrective
decisions.
4.2 a
Client feedback chart, old health description, exercise, health data, regular diet plan or
activities happen in daily routine details and reasons of health issues. Its essential term to provide
all the detail to other agency who has great knowledge and ideas to resolve patient issues related
to health, So organization management had duty to provide all the important or require details
(Lee, Lee and Jeong, 2021) . This detail helps to resolve issues and before client or patient
meeting experts evaluated multiple options for the solution of health issue with proper
identification of problem. So it's been determined that feedback from client is necessary aspect
which provide clarity that which solution has power to resolve issues, also old medical records of
client has power to develop information but the major thing is medical expert only provide
solution when they do have proper clarity that this specific patient develop legal consideration on
treatment or not.

4.2 b
Patient health identification, family confirmation and their different reviews evaluation,
review of old report of client, last patient conditions from medicines and health identification,
other additional review or analysis and many more (Nguyen and et.al., 2021). This five factor
has power to provide helps to case management solution expansion towards with the proper
identification of important factors which has power to provide or resolve issues and challenges
with grate approach application and family feel more engage, and they build trust towards with
case management activity. Care service experts has duty, and they develop consideration towards
with problem evaluation with application and knowledge of five factors because they do have
clarity to address all the aspects which require for intervention expansion of patient.
4.3
Relationships
Alternatives
Options
Commitments
Communication
Interests
Speck truth
Clarifying issue
Summarizing
This list has power to resolve issues and identify al the important information gather and solution
expansion of client or patients. Case management major work is to evaluate health issues of
patient and from the application of effective and beneficial approaches resolve their issues with
summarization approach involvement in negotiation process. Negotiation is key to resolve case
with some basic skill evaluation like collection of data or information from reviews, feedback,
problem identification and many more (Ali and Anwar, 2021). Completion and evaluation of
information next is to summarize all the information, facts or comments which has power to
resolve issues. Negotiate approach require great and effective planing process and it develops
clarity in what really wants from the solution of individual case, having this activity within

business activities helps to determine issues and from the effective communication its can be
easily resolved with proper planning development.
4.4
Evidence based practice refers to the process that provides the assurance of the fair practices is
the delivering the services. The major requirements of the evidence based practices are that, the
service user must ensure the services within performing all the ethics and policies that provides
that ensure the fair practices. These practices involved effective interventions within maintaining
the client preference. Also, it includes the complete procedure within maintaining the original
records of the clients. In case management, the evidence based practices required to be include as
the concept of case management is concerned with meeting the client's need within maintaining
the legal ethics (Dijkstra and et.al., 2021). Also, the confidentiality in relation of the service user
case has to be maintained. Thus, applying evidence based practices in case management leads to
perform the fair practices and behaviour towards the client.
4.5
In order to close the case it is important that case manager must perform the certain steps as it
has been considered as mandatory. Here is the description of those steps:
 Performing all the standards that are applicable in accordance with the case.
 Prepare the written consent as it contains the present status of the client along with the
progress that has been made by the client.
 All the information that has been keep as record by the case manager must be remain
confidential as it is related to the law.
 The legal terms has to be completed within making discussion with the client.
 All the service plans and the records of decision related to the case must be relevant. In
case, the client has not shown any progress, it has to be mention while closing the case.
Many times in order to maintain the image the negative aspects has not been mentioned.
 If the case is being transferred to another agency then, the records must be given to the
agency as well. It is important to keep confidentiality among the agencies (Raji and et.al.,
2020).
 The most important part, the documentation has to be prepared. It is consists of the
information regarding the exact date when case has been started and all the planning that
has been taken in the case.

 The court documents and information related to monitoring has to be mention in the
documents while closing the case.
5.1
Behaviour change refers to changing in the behaviour pattern of the client. This does not occur
with a single point of time. It includes the five stages. It is consists of:
Precontemplation- During this stage the client has no desire to change their behaviour. Often the
client is unaware about the need of changing the behaviour pattern in them.
Contemplation- In this stage, client become aware about the issues and problem that affects their
behaviour pattern (Amukele, 2019).
Preparation- The preparation for taking the steps in order to change the behaviour has been
prepared during this stage.
Action- During this, the focus has been made over the modification that has been adopted in the
behaviour.
Maintenance- Under this, the focus has been made to prevent the issues that are coming in the
changing behaviour pattern. So, the issues can resolve and the behaviour can be maintained.
5.2
The main motive of the privacy, legislative and principles in case management is to ensure the
safe and fair practices to the client. The confidentiality is one of the biggest ethical and legal
term that has to be made focus under the case management. It is the duty of healthcare that, they
must provide a keen focus over the privacy of the patient's case along with the procedure and
plans that has been taken in order to treat the patient (Mukta and et.al., 2022). Legislation and
principles are the guidelines that has to be followed by the service provider and the healthcare
department ion order to ensure the delivery.
5.3
Five examples of the legislation that can be applied for case management in healthcare.
Health and community service complaint act (2004)- This law helps in making the complaints if
something illegal has been experience by the client.
Health practitioner regulation national law- This refers to adopting the fair principles by the
services provider.

Health care act 2008- This is concerned with the mandatory healthcare regulations that ensures
evidence-based practices.
Informed consent law- This legislation is related to keeping the information confidential of the
client.
Medical negligence law- Safeguarding of the client is the major element and this has been
described under this law (Stürup-Toft, O’Moore and Plugge, 2018).
5.4
The duty of care is refers to that principle which says no harm has to be created to the client
while delivering the services. The duty of care towards the client involves:
 Ensuring high quality services to the client after understanding the needs of the patient.
 Keeping the information that the client is whether going from any kind of abuse or not.
 Inclusion of the client in the case.
 Focusing on the safeguarding of the patient.
 Determining the intervention on the basis of the client over all health.
 The mental health of the client has to be given the special focus.
5.5 Consideration, protocols and special needs of diverse client population
While working with disable and older people, it is important for service providers and
counsellor to identify and respect needs of disable people and respecting value of their culture. It
is important to respect human rights of older people, older people, people with disability and
lesbian, transgender. Healthcare providers need to become comfortable while working with older
people and transgender (Gopalkrishnan, 2018). They need to make them feel valued and
motivated. One of the main skills that is vital for healthcare providers to have is: communication
and integrity. By engaging and communicating with diverse needs of people, healthcare
providers can improve overall health of them. Anti-discrimination, human rights and health and
safety are main common legislations that need to be followed by service providers while dealing
with diverse needs of people.
5.6 Five pieces of information, need from the families of clients
There are number of situations, where care providers need to involve family members in
decision making process. When care providers have to deal with people with mental disability
who are not able to take their own decision, then care providers need to make use of family

centred care approach. In family centred approach, they need to gather number of information in
order to make decision and providing better care such as: learning experience of client, family
structure and background, past medical history, family medical records and any past incident
happened with client. All these information can help out service providers in knowing main
causing factors of current health problem of clients and accordingly they can make decision
regarding providing treatment and care.
5.7 Type of services, available to your clients
Along with healthcare and treatment related information, there are number of information
that are available to clients in healthcare. Clients need to make decision and for that they need to
collect number of information. Some common and different types of services that are available to
service users include: disease prevention, availability of nearby health care facilities, disease
prevention, diagnosis and treatment and rehabilitation (Bhatt and Bathija, 2018). All these
services help out service users in improving their overall health and getting better outcomes.
Along with these, palliative, long term, emergency and home care services are also available. It
also makes service users able in improving their health and deciding about the type of service
that they need to take as per the convenience and current healthcare needs.
5.8 Rights, roles and responsibilities of case manager
In healthcare, it is important for case manager to ensure safe and timely healthcare. Case
managers need to coordinate with other specialists and providing care that is safe, effectively,
equitable and client-centred. Other main role of case manager in healthcare sector is to review
case of their clients and identify their current health needs. They need to handle case
assignments, draft service plans and determining case closure. Main aim of case manager is to
improve health of clients helping clients in achieving autonomy and wellness. Planning as per
the client’s case, monitoring linking consumer with rehabilitation and support service. All these
functions and roles, played by case manager makes them able in improving health of clients
5.9 Impact of value systems of worker, clients and stakeholders on outcomes
In regard to value based healthcare, it is found that it is a payment system that compensates
healthcare providers as per the quality of care, provided to clients. It provides incentivise to
healthcare providers in order to motivate them for providing qualitative care to keep their
patients health (Tseng and et.al., 2020). It lowers healthcare cost and enables them in improving
health outcomes. It is stated that when healthcare providers are being incentivises then it makes

them feel valued and motivate them and it improves overall health. It increases patients’
satisfaction, decrease medical errors and better informed patients.
5.10 Importance of performance evaluation with a role in the case management process
Performance evaluation is a process of knowing current situation of service users and
monitoring their health performance (Salama and et.al., 2018). This evaluation helps out case
managers in knowing current situation and health of service users and on the basis of this
evaluation, case manager finds easier in knowing effectiveness of healthcare strategy and
treatment and on the basis of this, they can make changes in current healthcare services. They
can identify areas of treatment and health care strategies that is not effective and as per the health
outcomes, they can improve their care strategies.
PERFORMANCE TASKS
1.1 Case management processes in accordance with statutory requirements
Case manager needs to complete process and follow statutory requirements and this
process include: models of working, applying theory, steps to follow and conforming
organisational policies as well as procedures. In some specific case where child protection issues
arise, case manager needs to abide all rules and requirements of statutory (Alegana and et.al.,
2018). Along with this, case managers’ needs to abide all other common laws and statutory
requirements such as: anti discrimination legislation and health and safety act. All services need
to be met with relevant service standards and workers also need to adhere to relevant codes of
practice.
1.2 Appropriate processes to enable clients to set goals and participate in case management
Service providers need to involve clients while setting goals and deciding about healthcare
services. The goals of case management plan are to help client in developing self sufficiency so
that they can manage their own lives without depending on human service delivery. When clients
involve in goal setting process then they are more likely to aware about their current health needs
and ways by which they can support healthcare providers in improving health.
1.3 Appropriate cultural considerations into all aspects of case management planning
It is important for case manager and service providers to work with diverse needs of people
on the basis of age, gender, culture, race and others. Australia is called multicultural society.

Individual organisations have their own policies for addressing cultural and linguistic diversity
issues as well as needs. Some cultural factors that need to be considered by service providers
while dealing with different culture of people include: emotional impact on well being of people,
understanding history of people (Turkelboom and et.al., 2018). The age of consent in all states
and territories on the federal level is 16 except South Australia and Tasmania. Same sex
relationship, same sex marriage and discrimination protections need to be considered.
1.4 Information on right of appeal and avenues of complaint so client understand rights
It is a fundamental right to have avenues to appeal a decision or to complain about something
that is not fair. It is important for care providers to make people aware about their rights and talk
about those things that seems unfair and that might affect them. As a case manager, it is
important to inform their clients about their rights including their right to make a complaint or
appeal a decision. Main aim of having information on right of appeal and avenues of complaint
is to protect clients from getting affected in physical and human rights violation. There are some
service standards that provide clear benchmark to support complain. There are some steps that
need to be followed for resolving complain include: raising the concern if it is not resolve
internally and facilitate meeting.
2.1 Facilitate information sharing with client and establishing an appropriate rapport
It is important for case manager and health care providers to take consent of their clients
regarding health care services that they are going to give as per their current health needs. Client
consent forms that need to be filled by health care providers include:
 Name of organisation
 Clients’ right to access personal information
 Right of client to withdraw consent at any time
I (client) am aware of and understand that the organisation may need to collect and disclose
personal information to third parties for providing an improved level of care (Colicchia and
et.al., 2019).
By taking this consent, health care providers can protect themselves from lawsuit and can engage
service users in an effective manner.

2.2 Identifying and agreeing clients and workers’ roles, responsibilities and processes of service
delivery
While providing health care services to clients, it is important for care manager or service
providers to identify as well as agree all roles and process of service delivery. There is a protocol
and a basic procedure that need to be followed such as communicating with clients, taking their
consent, making them aware about their rights and others. By considering own needs and needs
of service users, care manager can improve health of service users. Clients have some
responsibilities and roles as they need to give consent, engage in health care services. So, by
following basic protocol, service providers can accomplish health related outcomes.
2.3 Determining organisation, family and community needs as well as rights
Each party in case management process has their own responsibilities, needs and rights.
For providing an effective care, case manager needs to identify needs of each party and agree on
them in initial stage so that there is no confusion while making planning. Parties that are
involved in case management include: the client that is receiving service, family members of
person that are receiving service, the organisation, providing service and the community.
Understanding family structure, their beliefs and values is important (Blustein, Kenny, Di Fabio
and Guichard, 2019). It helps case manager able in improving decision making and providing
care to clients with effectiveness.
3.1 Collaboration with clients to identify strengths and goals an agreed approach to case
management
Case manager make decision regarding providing the type of care services by collaborating with
the person, receiving care and other stakeholders. Service users are known as primary
stakeholders and they need to be engaged in decision making process by case manager.
Collaboration by case manager is used to ensure that the person is empowered to develop as well
as retain as much autonomy to control over their life. When they are being involved by case
manager in all aspects of care then it makes them feel valued and increase engagement level. In
this collaboration, case manager needs to identify needs as well as strengths of clients and
accordingly selecting care strategies.

3.2 Case management plan to reflect initial assessment of needs
For identifying needs of service users, case manager needs to develop and make an effective case
management plan. A sample of case management plan is as follows:
Name: Blake Contact No.
Ethnicity: Aboriginal Torres Strait Islander
Other: Homeless
Nominated support person Contact No
Case officer: Dayna
Presenting issues
Assessment
Strategies
Action to be taken
Desired outcome of support received
Who will provide the required
support
Within the organisation
Review date
Signature of client Date
Signature of supported person Date
Signature of case officer Date
This plan covers all important and required details that is needed for case manager for
identifying causing factors and selecting care services (Hoge, 2020).
3.3 Identification of full range of immediate, short term and long term needs of clients
There are different types of needs such as immediate, short term and long term. Those
goals that can happen quickly can be known as immediate and those goals that may take 7-10
days in accomplishing are known as short term goals. Those goals that may be taken and
accomplished after long run are considered as long term goals. In healthcare sector, service users
have all types of goals and it all depends on the type of their healthcare needs. For example: in
the case of Blake who is homeless and come for taking help of case manager. He does not have
any information regarding his own rights so, it is important for case manager to make him aware

and make sure that his privacy will be maintained. For making him feel valued and as like other
person, it will take too much of time so, here client has long term goals.
3.4 Establishment processes to monitor and change case plan
There is a process that needs to be followed by case manager for monitoring needs of
clients and changing case plan for providing better services. Some things that need to be covered
by case manager for changing case plan include: immediate and short term outcomes, outputs
and current healthcare needs. Stakeholder feedback also plays a vital role as it enables case
manager in knowing those areas of case plan where they need to make changes (Hu and et.al.,
2018). Some common stages that need to be followed for proper monitoring and changing case
plan include: screening, assessing, stratifying, planning, risk assessment, implementation, follow
up and evaluation.
3.5 Identification of strategies to deal with complex and high risk situation
In regard to high risk situations it can be said that it refers those situations that are life
threatening and were at least one of the following factors occur such as: sustained abuse,
psychiatric disability, serious drug addiction that affect individual’s capacity and multiple
difficult present in family. In high risk situation, case manager needs to take extra care and need
to abide all rules and regulations of healthcare policies. It is also important for case manager to
take consent from service users and if service user is not able to give consent, then they need to
involve family members and take permission from higher authority. Collaboration with
multidisciplinary team is one of the best ways of providing qualitative care in such situations.
3.6 Matching requirements of case plan to experience and geographical location of service
providers
It is important for care providers to match all requirements of case plan that has been
developed by them as per the needs of clients otherwise, it may delay in improved health
outcomes. When case managers focuses on selecting care services as per the case plan and
identifying needs, cultural background of clients then it can help them out in improving overall
health (Harris and et.al., 2020). It can decrease patients; stay rate in hospitals and can have
positive impact on their well-being. Care providers need to make sure that they service users has
easier and convenient access to healthcare services and for that they need to select care providers
of nearby location.

3.7 Assistance to clients to set and achieve realistic targets for change and taking personal
responsibility
As in this case, it is found that Blake is homeless and has fear of violation of his
information. Case manager made him sure that his personal information will not be disclosed
with anyone else and other parties. He is homeless and has no information regarding his own
rights. So, it is primary responsibility of case manager to provide assistance to service users and
make him aware about his own rights and responsibilities in health care. In this situation, after
making him aware, case manager can help him out in setting realistic goals for improving health.
4.1 Implementing strategies to monitor effectiveness of case management processes against
agreed goals
There are number of case management strategies that can be implemented and used against
agreed set goals such as: community linking, engagement, assessment and planning, individual
skill building. In the case of Blake, it can be said that individual skill building would be the great
and effective as it can make case manager able in making him aware about his own rights and his
current healthcare needs (Li and et.al., 2020). It can increase engagement level and accordingly
service provider can improve decision making process and can improve health of service user.
Monitoring effectiveness of healthcare service is also important as it can make them able in
knowing areas where they need to improve for satisfying current needs of service user.
4.2 Assessing needs of change in case plan and developing strategies for ongoing interventions
There are number of situations arise when care manager require changing some factors in
case plan and developing strategies as well. While reviewing care plan and making changes, care
manager need to consider some factors by which they can re-develop care plan with
effectiveness such as: communicating with family of clients for knowing barriers and incidents
that were not been told or undertaken before and discussing with other service options and
stakeholders if current needs of client has been changed.
4.3 Negotiate with relevant parties regarding proposed changes, arise from case review
Case manager needs to negotiate and inform relevant parties about changes that have been
made by service providers. They need to take consent and make sure as everyone agrees on
proposed changes. Positive negotiation relationship is important for securing desired outcomes
and actions from others (Caputo, Fiorentino and Garzella, 2019). It is important for care manager
or health care providers to tell the reason as why there is requirement of making changes and

how proposed changes in care plan will make beneficial to both healthcare providers and service
users.
4.4 Documentation of case work interventions in compliance with evidence based practices and
confidentiality requirements
It is the principle of duty of care that service providers have an obligation to avoid acts which
could be reasonable foreseen to harm others. It is important for service providers to make sure
that service user is safe and secure in hospitals and healthcare sector. In regard to evidence based
practice, it can be said that it is a clinical decision making framework that encourages or
motivate clinician to integrate information with high quality research with service providers’
experience and consider clients’ preference while making decision.
4.5 Implementation case closure in accordance with organisation procedure
Case closure can also be known as exit planning that is being done by care providers while
giving discharge to service users and when they gain health outcomes. It includes identifying the
ongoing support needs of client and where required link them with relevant support in the
community (Dobusch, Dobusch and Müller-Seitz, 2019). When care providers feel that there is
no need to give healthcare service to clients anymore as now and he is fine then they need to
make closure plan. Other situations where, care providers need to make this plan include: client
lost to care or does not engage in healthcare service, mutual agreement, client chooses to
terminate services and when client relocates outside of service area.
CONCLUSION
The above report has concluded the concept of case management. All the mandatory
steps that are needed in order to treat the patient while treating and ensuring the fair services has
been described throughout the report within answering the questions.

REFERENCES
Books and Journals
Alegana, V.A. and et.al., 2018. National and sub-national variation in patterns of febrile case
management in sub-Saharan Africa. Nature communications, 9(1), pp.1-7.
Ali, B.J. and Anwar, G., 2021. Organization citizenship behaviour as a determining Factor in
Business outcome. Ali, BJ, & Anwar, G.(2021). Organization citizenship behaviour as
a determining Factor in Business outcome. International journal of Rural Development,
Environment and Health Research. 5(2). pp.17-25.
Alrahbi, D., Khan, M. and Hussain, M., 2021. Exploring the motivators of technology adoption
in healthcare. International Journal of Healthcare Management. 14(1). pp.50-63.
Amukele, T., 2019. Current state of drones in healthcare: challenges and opportunities. Journal
of Applied Laboratory Medicine. 4(2). pp.296-298.
Bhatt, J. and Bathija, P., 2018. Ensuring access to quality health care in vulnerable
communities. Academic medicine, 93(9), p.1271.
Blustein, D.L., Kenny, M.E., Di Fabio, A. and Guichard, J., 2019. Expanding the impact of the
psychology of working: Engaging psychology in the struggle for decent work and
human rights. Journal of Career Assessment, 27(1), pp.3-28.
Caputo, A., Fiorentino, R. and Garzella, S., 2019. From the boundaries of management to the
management of boundaries: business processes, capabilities and negotiations. Business
Process Management Journal.
Colicchia, C. and et.al., 2019. Information sharing in supply chains: a review of risks and
opportunities using the systematic literature network analysis (SLNA). Supply Chain
Management: An International Journal.
Dijkstra and et.al., 2021. Patients at the centre after a health care incident: A scoping review of
hospital strategies targeting communication and nonmaterial restoration. Health
Expectations.
Dobusch, L., Dobusch, L. and Müller-Seitz, G., 2019. Closing for the benefit of openness? The
case of Wikimedia’s open strategy process. Organization Studies, 40(3), pp.343-370.
Gavurová and et.al., 2021. The impact of agreement on government procurement use on the
competition in Slovak healthcare sector. Administratie si Management Public.
Gopalkrishnan, N., 2018. Cultural diversity and mental health: Considerations for policy and
practice. Frontiers in public health, 6, p.179.
Harbishettar and et.al., 2019. The enigma of doctor-patient relationship. Indian journal of
psychiatry. 61(Suppl 4). p.S776.
Harris, G.H. and et.al., 2020. Design for implementation of a system-level ICU pandemic surge
staffing plan. Critical Care Explorations, 2(6).
Hodkinson and et.al., 2020. Self-management interventions to reduce healthcare use and improve
quality of life among patients with asthma: systematic review and network meta-
analysis. Bmj. 370.
Hoge, R.D., 2020. The Youth level of service/Case management inventory. In Handbook of
violence risk assessment (pp. 191-205). Routledge.
Hoge, R.D., 2020. The Youth level of service/Case management inventory. In Handbook of
violence risk assessment (pp. 191-205). Routledge.

Hu, Z.Z. and et.al., 2018. BIM-based integrated delivery technologies for intelligent MEP
management in the operation and maintenance phase. Advances in Engineering
Software, 115, pp.1-16.
Lee and et.al., 2018. Managing High‐Cost Healthcare Users: The International Search for
Effective Evidence‐Supported Strategies. Journal of the American Geriatrics
Society. 66(5). pp.1002-1008.
Lee, S. A., Lee, M. and Jeong, M., 2021. The role of virtual reality on information sharing and
seeking behaviors. Journal of Hospitality and Tourism Management. 46. pp.215-223.
Li, Z. and et.al., 2020. Active case finding with case management: the key to tackling the
COVID-19 pandemic. The Lancet, 396(10243), pp.63-70.
Math and et.al., 2019. Mental Healthcare Act 2017–aspiration to action. Indian Journal of
Psychiatry. 61(Suppl 4). p.S660.
Matiti, M.R., 2020. The importance of dignity in healthcare. In Dignity in Healthcare (pp. 3-8).
Routledge.
Moscrop and et.al., 2019. A systematic review of reasons for and against asking patients about
their socioeconomic contexts. International journal for equity in health. 18(1). pp.1-15.
Mukta and et.al., 2022. A survey of data minimisation techniques in blockchain-based
healthcare. Computer Networks. p.108766.
Nguyen, P. T., and et.al., 2021. Factors associated with high-risk behaviors of people newly
diagnosed with HIV/AIDS: results from a cross-sectional study in Vietnam. AIDS care.
33(5). pp.607-615.
Parker, D., 2018. Case management. In Dementia care (pp. 35-45). Routledge.
Raji and et.al., 2020, January. Closing the AI accountability gap: Defining an end-to-end
framework for internal algorithmic auditing. In Proceedings of the 2020 conference on
fairness, accountability, and transparency (pp. 33-44).
Salama, A.A. and et.al., 2018. The Role of Administrative Procedures and Regulations in
Enhancing the Performance of The Educational Institutions-The Islamic University in
Gaza is A Model.
Stürup-Toft, S., O’Moore, E.J. and Plugge, E.H., 2018. Looking behind the bars: emerging
health issues for people in prison. British Medical Bulletin. 125(1). pp.15-23.
Tseng, M.L. and et.al., 2020. Sustainable supply chain management in stakeholders: supporting
from sustainable supply and process management in the healthcare industry in
Vietnam. International Journal of Logistics Research and Applications, pp.1-20.
Turkelboom, F. and et.al., 2018. When we cannot have it all: Ecosystem services trade-offs in
the context of spatial planning. Ecosystem services, 29, pp.566-578.