A collaborative case management program: the Crawford Long Hospital of Emory University model

At Crawford Long Hospital of Emory University, a new system of patient care delivery, defined as collaborative case management, was developed as the organization struggled with implementation of the Deming management method. At the onset of the change process, an evaluation system was established to measure and document specific outcomes for patients, families, providers of care, and the organization. This article traces the development and implementation of the collaborative case management program and describes the evaluation system. Findings highlighting improved patient care outcomes, changes in patient and provider perceptions of care, and benefits to the organization are summarized.