CMSA Today - Issue 8, 2017 - 24

A KAIZEN APPROACH

TO CASE MANAGEMENT DOCUMENTATION

T

BY MARY MCLAUGHLIN DAVIS, DNP, NEA-BC, ACNS-BC, CCM; AND KAREN HOOVEN, RN, BSN, CCM

he work of case managers in
providing care coordination
is becoming more important
as many healthcare systems
evolve into a population
health, value-based system. Physicians
and healthcare providers are no longer
discharging patients; instead, they are
transitioning them to the next providers
according to a patient-centered plan of
care. The accountable care organizations
and medical homes depend on accurate
written and verbal communication between
providers to insure patients are transitioned
safely and are receiving the right care, in
the right place, at the right time. (Federal
Register, 2015; CMSA SOP, 2016).
Chronically ill patients are at high risk to be
high utilizers of the healthcare system, and
it is incumbent on all caregivers to intercede
with this population. In addition to these
patients spending more time in the hospital
24

CMSA TODAY

Issue 8 * 2017

than is necessary, they are suffering with
sometimes six or more chronic conditions
(Hatch, Isakson, Wyden, Warner, 2015).
Patients need help in navigating our complex
health system. Case managers (care managers) have the ability to develop meaningful
relationships with patients and engage them
in managing their disease. They can guide
and coach patients and decrease unnecessary admissions through patient-centric
care plans. The CMSA Standards of Practice
align with hospital regulatory agencies to
require holistic patient assessments and an
interdisciplinary plan of care with the patient
determining the goals (McLaughlin Davis,
Schmitt, 2015).
The Kaizen documentation project was
implemented by the nurse and social worker
care managers within the hospitals of The
Cleveland Clinic, a large healthcare system
including a 1,250-bed main hospital, eight
community hospitals, 16 family healthcare

centers and skilled and acute rehabilitation
beds.
The care managers have many tools created to help them do their jobs efficiently.
However, these tools need to be evaluated
frequently to determine their effectiveness.
The process improvement (PI) project for care
management documentation was a result of
the care managers' evaluation of the organization's care management documentation
process and their desire to make a change for
the better care of their patients, with a focus
on improving the quality of the assessment,
discharge plan and transition of care (hand
in and hand off).
The process improvement tool they used
was the Kaizen process, a methodology
designed to implement rapid on-time change.
It comports with the Plan, Do, Check, Act
performance improvement process already
familiar to the care managers. The Kaizen
process contains 10 steps designed to keep

garagestock/Shutterstock.com

PROCESS IMPROVEMENT



Table of Contents for the Digital Edition of CMSA Today - Issue 8, 2017

President’s Letter
Association News
CMSA Corporate Partners
Workers’ Compensation: Opening Doors for Case Managers
A Fresh Look at Case Management in Workers’ Compensation
Case Management of the Wounded Warrior through the Transition of Care
A Kaizen Approach to Case Management Documentation
Past Presidents Corner
Index of Advertisers
CMSA Today - Issue 8, 2017 - Intro
CMSA Today - Issue 8, 2017 - cover1
CMSA Today - Issue 8, 2017 - cover2
CMSA Today - Issue 8, 2017 - 3
CMSA Today - Issue 8, 2017 - 4
CMSA Today - Issue 8, 2017 - 5
CMSA Today - Issue 8, 2017 - President’s Letter
CMSA Today - Issue 8, 2017 - Association News
CMSA Today - Issue 8, 2017 - 8
CMSA Today - Issue 8, 2017 - CMSA Corporate Partners
CMSA Today - Issue 8, 2017 - Workers’ Compensation: Opening Doors for Case Managers
CMSA Today - Issue 8, 2017 - 11
CMSA Today - Issue 8, 2017 - 12
CMSA Today - Issue 8, 2017 - 13
CMSA Today - Issue 8, 2017 - 14
CMSA Today - Issue 8, 2017 - 15
CMSA Today - Issue 8, 2017 - A Fresh Look at Case Management in Workers’ Compensation
CMSA Today - Issue 8, 2017 - 17
CMSA Today - Issue 8, 2017 - 18
CMSA Today - Issue 8, 2017 - 19
CMSA Today - Issue 8, 2017 - 20
CMSA Today - Issue 8, 2017 - Case Management of the Wounded Warrior through the Transition of Care
CMSA Today - Issue 8, 2017 - 22
CMSA Today - Issue 8, 2017 - 23
CMSA Today - Issue 8, 2017 - A Kaizen Approach to Case Management Documentation
CMSA Today - Issue 8, 2017 - 25
CMSA Today - Issue 8, 2017 - 26
CMSA Today - Issue 8, 2017 - 27
CMSA Today - Issue 8, 2017 - Past Presidents Corner
CMSA Today - Issue 8, 2017 - 29
CMSA Today - Issue 8, 2017 - Index of Advertisers
CMSA Today - Issue 8, 2017 - cover3
CMSA Today - Issue 8, 2017 - cover4
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