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Case Management Focus: Who’s Your Client?

10 Oct, 2023 Anne Llewellyn

customer 563967 640

Sarasota, FL ( -- At a worker's compensation conference last week, the speaker talked about who case managers are loyal to or who is the client. People called out different people: the adjustor, the employer, and the organization they work for. I called out the injured worker. Workers’ Compensation case managers are in place to meet the injured worker's needs. They are in place to see that the patient gets the care they need to rehabilitate and return to gainful employment, if possible, within their restrictions.

According to the Case Management Society of America Standards of Practice, Case managers' first duty is to their patients – coordinating safe, timely, effective, efficient, equitable, and client-centered care.
Case managers work collaboratively with all members of the interdisciplinary team. We keep each informed as to the progress of the injured worker during their journey. We follow policies and procedures regarding our organization's mission and vision. We go to the adjustor for authorization and talk to the employer so there will be a position for them when the injured worker is ready. We keep our supervisors updated and bring any issues to them. Still, the primary reason for our role is to assist the injured workers through their injury, ensure they get the care needed care, and help them return to gainful employers.

We looked at as the one professional of the interdisciplinary healthcare team who is in place to advocate for the injured worker to use their voice to talk to the doctor about their care and work with the treatment team to heal from their injury.

So next time you are asked who is the client? Think about this post for your answer!

Have a good week!

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    About The Author

    • Anne Llewellyn

      Anne Llewellyn is a registered nurse with over forty years of experience in critical care, risk management, case management, patient advocacy, healthcare publications and training and development. Anne has been a leader in the area of Patient Advocacy since 2010. She was a Founding member of the Patient Advocate Certification Board and is currently serving on the National Association of Health Care Advocacy. Anne writes a weekly Blog, Nurse Advocate to share stories and events that will educate and empower people be better prepared when they enter the healthcare system.

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