Quality improvement initiatives in a case management service: case study

Area of Science:

• Health Services Research
• Quality Improvement Science
• Community Health

Background:

• The NSW community care sector lacks a statutory body for promoting practice excellence and quality.
• Community Options Program (COP) providers identified a need to enhance their case management service quality.

Purpose of the Study:

• To explore the impact of quality practices on a person-centred approach within a case management service.
• To establish a dedicated role and implement initiatives for service quality improvement.

Main Methods:

• Mapping the client journey to identify areas for practice standardization.
• Developing over 25 good practice guidelines and tools.
• Implementing staff education, trial periods, and guideline amendments based on feedback.

Main Results:

• Established a benchmark for auditing practice, leading to improved key performance indicators.
• Increased client review rates and client feedback response rates.
• Enhanced formalization of informal supports, reducing client reliance on services and risk of social isolation.

Conclusions:

• Dedicated quality improvement roles and standardized guidelines are effective in enhancing community care services.
• Systematic quality initiatives can lead to measurable improvements in client outcomes and service delivery.
• The developed guidelines provide a sustainable framework for ongoing quality assurance in case management.