Increase coordination, effectiveness of CM

Concerned about insurance denials and late discharges, administrators at Alamance Regional Medical Center in Burlington, NC, chose to merge two of its departments--patient and family services, and utilization review--to create a case management department. The thought was that by working as one department, staff could integrate work processes and capitalize on their existing resources. Regular staff meetings were held to solicit input from members of both departments on the merger. Communication among staff improved greatly after implementation of an informal daily report in which the team members discuss their activities and perspectives for each patient to ensure that their efforts are coordinated. Team members also participate in more formal discharge planning meetings held in each unit.