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Realigning the communication paradigm in nursing case management
Mary Ann Anderson1, Lelia B Helms, Norma R Kelly
1University of Illinois at Chicago College of Nursing, Quad Cities Regional Program, Moline, IL 61265, USA. MAA928@uic.edu
Summary
Effective communication is vital for case management (CM). This study explored nurse case manager communication, revealing a "hub and spoke" model that aids understanding of their advocate and mediator roles.
Area of Science:
- Healthcare Management
- Nursing Communication
- Organizational Dynamics
Background:
- Communication is fundamental to case management (CM).
- Understanding communication processes in CM can improve patient and organizational outcomes.
- Effective CM systems design requires insight into provider communication.
Purpose of the Study:
- To explore the communication dimensions of the nurse case manager role.
- To investigate communication dynamics within a hospital setting.
- To identify communication patterns relevant to nurse case management.
Main Methods:
- Qualitative pilot project.
- Exploration of communication processes.
- Focus on the nurse case manager role in a hospital.
Main Results:
- A "hub and spoke" model of communication was identified.
- This model effectively illustrates communication dynamics for nurse case managers.
- Nurse case managers often act as both advocates and mediators.
Conclusions:
- The "hub and spoke" model offers a useful framework for understanding nurse case manager communication.
- The dual roles of advocate and mediator present complex communication demands.
- Improving comprehension of these communication processes can enhance CM systems.