CMSA Today - Issue 4, 2017 - 14

Case management models must promote
how to address cultural differences and how
to access community resources to improve
coordination of care, transitions of care
and community reintegration. Oftentimes,
healthcare providers will label individuals
as non-compliant, but we must really ask
ourselves, did we give the individual all the
tools necessary to be successful? A more
appropriate question is whether or not the
individual is adherent to the proposed treatment or case management plan. We must
be able to communicate effectively and at a
level (and language) that is understandable.
ADVOCACY & ENGAGEMENT
Case management advances clinical practice throughout the healthcare continuum
regardless of practice setting. As professionals, we must include advocacy as part
of the individual's personalized care plan.
Oftentimes, we mistake tasks as core functions of case management practice. We
need to fully invest in individual advocacy,
coordination of care, and advanced psychosocial interventions that will incorporate
cultural beliefs. When we consider the needs
of the individual, we build trust with that

individual, his or her support network and
the community. Building trust is essential for
open dialogue to occur, which leads to the
delivery of cultural sensitive care.
Case management professionals will
need to seek partnerships that can assist
us in addressing cultural differences as a
core function of individual advocacy. These
groups include the National Association
of Hispanic Nurses, the National Black
Nurses Association, National Association
of Black Social Workers, Asian American
Pacific Islander Nurses Association, National
Hispanic Medical Association, and others.
Oftentimes, these groups have developed
strategies and toolkits on how to build
trust within these communities, which can
improve healthcare disparities and access
to care at the right time. At the local level,
organizational chapters can provide subject
matter experts to assist in addressing how to
work within these communities to improve
health outcomes and adherence to care.
Engagement is about much more than just
a satisfaction score. As case management
professionals, think about the opportunity
that you have in building relationships that
assist others in recognizing similarities and

differences. Building a healthcare environment that is responsive to individual needs
is much more powerful than supporting a
reactive case management approach. From
a systems thinking perspective, how can we
reduce rework? How can we incorporate
the perspective of others in today's care
delivery models?
CONCLUSION
The ideal learning culture engages,
empowers and expects stakeholders to
challenge the status quo. Ideal learning
cultures help individuals discover their passion. As a leader, we need to recognize that
challenges, and even failures, are a part
of learning and building resilience. As we
move forward, let's take on the challenge of
becoming more thoughtful and resilient case
management professionals. As the United
States continues to become a larger melting
pot, case management professionals must
meet the challenges within care delivery
which addresses cultural differences faced
throughout the healthcare continuum. Case
managers must embrace the significant role
of advocating and engaging individuals to
ensure improved patient outcomes, care
transitions, and coordination of care. ■
REFERENCES
Commission for Case Manager Certification. (2017).
Case management facts. Retrieved on January 13,
2017 from https://ccmcertification.org/about-us/
about-case-management/case-management-facts.
Minority Nurse. (2015). Nursing statistics. Retrieved
on January 19, 2017 from http://minoritynurse.com/
nursing-statistics/.
National Association of Social Workers. (2003).
Practice research network: Demographics. Retrieved on
March 26, 2017 from https://www.socialworkers.
org/naswprn/surveyTwo/Datagram2.pdf.
United States Census Bureau. (2012). U.S. census
bureau projects show a slower growing, older, more
diverse nation a half century from now. Retrieved on
March 15, 2017 from https://www.census.gov/newsroom/releases/archives/population/cb12-243.html.

P R O U D LY P R E S E N T S

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14

CMSA TODAY

864339_American.indd 1

Issue 4 * 2017

4/18/17 10:19 PM

Jose Alejandro, PhD, RN-BC, MBA, CCM,
ACM, FACHE, FAAN,
is the Director of Case
Management at Tampa
General Hospital, a
1,011-bed Magnet
designated Trauma
and Burn Center. Dr.
Alejandro is the CMSA
President-Elect as of June 2017 and was the
15th President (2012-2014) of the National
Association of Hispanic Nurses.


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Table of Contents for the Digital Edition of CMSA Today - Issue 4, 2017

President’s Letter
Association News
CMSA Conference Supporters
CMSA Corporate Partners
Case Management at the Helm of Diverse America
Community Health Workers: A Key Role on the Collaborative Care Team
Ticket to Work: Strategies for Case Managers Who Face Work-Disrupting Disabilities
For Case Managers, Success Requires Mastering Today’s Challenges
Using a Patient Engagement Strategy to Help Care Managers Educate Patients at the Right Time—Before It’s Too Late
Index of Advertisers
CMSA Today - Issue 4, 2017 - Intro
CMSA Today - Issue 4, 2017 - cover1
CMSA Today - Issue 4, 2017 - cover2
CMSA Today - Issue 4, 2017 - 3
CMSA Today - Issue 4, 2017 - 4
CMSA Today - Issue 4, 2017 - 5
CMSA Today - Issue 4, 2017 - President’s Letter
CMSA Today - Issue 4, 2017 - 7
CMSA Today - Issue 4, 2017 - Association News
CMSA Today - Issue 4, 2017 - 9
CMSA Today - Issue 4, 2017 - CMSA Conference Supporters
CMSA Today - Issue 4, 2017 - CMSA Corporate Partners
CMSA Today - Issue 4, 2017 - Case Management at the Helm of Diverse America
CMSA Today - Issue 4, 2017 - 13
CMSA Today - Issue 4, 2017 - 14
CMSA Today - Issue 4, 2017 - 15
CMSA Today - Issue 4, 2017 - Community Health Workers: A Key Role on the Collaborative Care Team
CMSA Today - Issue 4, 2017 - 17
CMSA Today - Issue 4, 2017 - 18
CMSA Today - Issue 4, 2017 - 19
CMSA Today - Issue 4, 2017 - Ticket to Work: Strategies for Case Managers Who Face Work-Disrupting Disabilities
CMSA Today - Issue 4, 2017 - 21
CMSA Today - Issue 4, 2017 - 22
CMSA Today - Issue 4, 2017 - 23
CMSA Today - Issue 4, 2017 - 24
CMSA Today - Issue 4, 2017 - For Case Managers, Success Requires Mastering Today’s Challenges
CMSA Today - Issue 4, 2017 - 26
CMSA Today - Issue 4, 2017 - 27
CMSA Today - Issue 4, 2017 - Using a Patient Engagement Strategy to Help Care Managers Educate Patients at the Right Time—Before It’s Too Late
CMSA Today - Issue 4, 2017 - 29
CMSA Today - Issue 4, 2017 - Index of Advertisers
CMSA Today - Issue 4, 2017 - cover3
CMSA Today - Issue 4, 2017 - cover4
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