CMSA Today - Issue 7, 2017 - 17

the caregiver to discuss a new medication,
then missing three calls from the caregiver
while at a visit. Or taking a phone call while
driving, then forgetting a key piece of info
because she couldn't take notes while
behind the wheel. Or conducting a series
of assessments that each asks much of the
same information as the last. Inefficiency
is not hard to find.
In fact, successful technology integrations prioritize the care team members
- including family caregivers - and their
goals and needs. The technology is created
empathetically. And allowing care team
members to work "to the top of their
license" benefits the larger organization
in the form of improved outcomes and
reduced costs.
Another tenet of quality case management in the community is clinical protocols.
Most care organizations can easily identify
the main drivers of costs and poor outcomes among their patient populations.
Care teams in the community can be key
agents in addressing these most pressing
needs through protocols that serve to predict and prevent the worst outcomes.
Crucially, care teams also have the ability
to work directly with family caregivers, with
whom they have built trust through regular
visits and frequent contact. These caregivers ought to be the focus of most clinical
protocols. That's because the patients who
drive the most costs - the very old, those
with dementia and with other chronic diseases - are also least able to manage their
own care and most likely to have a family
caregiver deeply involved. Thus, focusing
protocols on training and educating the
caregivers for these types of patients seems
intuitive but is surprisingly rare.
Organizations that use protocols to train
care team members, and in turn train caregivers in the home, can effectively create a
permanent and constant screen for warning
signs that may lead to costly and adverse
events.
You've likely noticed that family caregivers keep showing up as we discuss
case management. They are in fact the
most important, final tenet to driving
efficiency today. Caregivers provide an

almost unfathomable amount of unpaid
care in the U.S. By one count, it's worth
$520 billion in economic value per year, an
amount that dwarfs the total dollar amount
of Medicare's physician bills for last year.
Clearly this care is immensely valuable in
its own right; however, slight adjustments
to case management can amplify the work
already being done by caregivers and
enable organizations to improve outcomes.
By fully integrating caregivers as a member of the care team, organizations can
effectively deputize caregivers to become
the case managers' workforce, representing
the most proximate and trusted resource to
the patient and acting as eyes and ears in
the home. Both technology and protocols
are key in unlocking this value: the ability
to communicate easily, immediately and
effectively, and the knowledge to look for
certain crucial signs as states and environments change. Combining the voice of the
caregiver in the home with the expert voices
of the clinician team, organizations can get
the full "stereo sound" of the patient's
health situation and are able to prevent
costly outcomes.
Organizations that implement all three of
these tenets have been effective in improving
outcomes as well as satisfaction among care
team members and caregivers. Everyone who
works with patients wants to do a good job

and help avoid costly hospitalizations and
ER visits. Empowering them to do so with
technology, protocols and engaged caregivers
in the home will serve everyone throughout
the continuum of care. ■
William J. McIvor,
EVP and chief development officer at Seniorlink, a leading provider
of care collaborative
solutions that earned the
honor of being the first
Home and Community Based Services (HCBS)
organization in the nation to receive NCQA
accreditation for case management along with
Long Term Services and Support (LTSS) Distinction. Visit their website at seniorlink.com.
William has been a leader in healthcare organizations for more than 30 years, designing
and launching innovative solutions to health
care's most pressing problems. Following foundational experience at firms like Procter and
Gamble, Ernst and Young and Travelers Insurance Company, William has spent the last 20
years in executive roles with rapidly growing
companies like Oxford Health Plans, Accordant
Health Services, iHealth Technologies and Novasom. William's unique energy for disruption
in healthcare is born from a deep passion to
improve outcomes for the sickest and most vulnerable populations.

"By fully integrating caregivers as a member of the care team,
organizations can effectively deputize caregivers to become the
case managers' workforce, representing the most proximate and
trusted resource to the patient and acting as eyes and ears in
the home. Both technology and protocols are key in unlocking
this value: the ability to communicate easily, immediately and
effectively, and the knowledge to look for certain crucial signs
as states and environments change. Combining the voice of the
caregiver in the home with the expert voices of the clinician team,
organizations can get the full 'stereo sound' of the patient's health
situation and are able to prevent costly outcomes."
DIGITAL * Issue 7 * 2017

CMSA TODAY

17


http://www.seniorlink.com

Table of Contents for the Digital Edition of CMSA Today - Issue 7, 2017

President's Letter
Association News
CMSA Corporate Partners
Care Transitions: Remember the Basics
Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
Development and Implementation of Relational Building in the Virtual Work Environment
Patient and Provider Satisfaction
The Case Management Model Act: Professional Case Managers Transforming Health Care
Index of Advertisers
CMSA Today - Issue 7, 2017 - Intro
CMSA Today - Issue 7, 2017 - cover1
CMSA Today - Issue 7, 2017 - cover2
CMSA Today - Issue 7, 2017 - 3
CMSA Today - Issue 7, 2017 - 4
CMSA Today - Issue 7, 2017 - 5
CMSA Today - Issue 7, 2017 - President's Letter
CMSA Today - Issue 7, 2017 - 7
CMSA Today - Issue 7, 2017 - Association News
CMSA Today - Issue 7, 2017 - 9
CMSA Today - Issue 7, 2017 - CMSA Corporate Partners
CMSA Today - Issue 7, 2017 - 11
CMSA Today - Issue 7, 2017 - Care Transitions: Remember the Basics
CMSA Today - Issue 7, 2017 - 13
CMSA Today - Issue 7, 2017 - 14
CMSA Today - Issue 7, 2017 - Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
CMSA Today - Issue 7, 2017 - 16
CMSA Today - Issue 7, 2017 - 17
CMSA Today - Issue 7, 2017 - Development and Implementation of Relational Building in the Virtual Work Environment
CMSA Today - Issue 7, 2017 - 19
CMSA Today - Issue 7, 2017 - Patient and Provider Satisfaction
CMSA Today - Issue 7, 2017 - 21
CMSA Today - Issue 7, 2017 - The Case Management Model Act: Professional Case Managers Transforming Health Care
CMSA Today - Issue 7, 2017 - 23
CMSA Today - Issue 7, 2017 - 24
CMSA Today - Issue 7, 2017 - 25
CMSA Today - Issue 7, 2017 - 26
CMSA Today - Issue 7, 2017 - 27
CMSA Today - Issue 7, 2017 - 28
CMSA Today - Issue 7, 2017 - 29
CMSA Today - Issue 7, 2017 - Index of Advertisers
CMSA Today - Issue 7, 2017 - cover3
CMSA Today - Issue 7, 2017 - cover4
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