Analysis of the Case Management Process at Walter Reed Army Medical Center: Procedures for Improving Case Management.

摘要

This study analyzed how the case management process has functioned at Walter Reed Army Medical Center in terms of staffing, procedures, and organizational structure. The researcher conducted interviews with case managers from many areas; collected data from meeting notes, policies, regulations, and patient records; and observed the users in the day-to-day operations of the case management process. The study's results revealed that there is a lack of written procedures for case managers to follow and that communication failures are present. The lack of written procedures contributes to the variation of techniques used within the process of case management for each section. The research also revealed a misinterpretation of the definition and responsibilities of a case manager. The key to maintaining and sustaining the continuity of any process in the Military Health System is a written protocol or policy that outlines the proper procedure for the process. Despite the lack of written procedures, the case management process at Walter Reed has provided care management to over 4,900 Operation Iraqi Freedom and Operation Enduring Freedom soldiers. The author has included some recommendations to further improve the process of case management at Walter Reed.