Case Management Focus: Tips for Staying Connected as Technology Changes How We Communicate

Miami, FL (WorkersCompensation.com) -- Communication is the key to successful case management. Technology is changing the way we connect with members of the healthcare team, the injured worker, the adjustor, and other stakeholders involved in a workers’ compensation claim.

One of the most challenging areas I find is when the Injured Worker is in a hospital, or a rehabilitation center. Communicating with the case manager/discharge planner is time consuming and challenging as we are all busy so connecting sometimes is hard.

To help me understand how facility case managers are addressing communication, I talked to Brenda Cain, MBA, PT, CNDT, VP & Chief Administrative Officer, Rehabilitation Services at the Christine E. Lynn Rehabilitation Center for the Miami Project to Cure Paralysis at University of Miami Health System/Jackson Memorial in Miami FL. Here are the high points of our conversation

Anne: Now that much of case management is done telephonically, how does your team communicate with the workers' comp case manager, so they can be actively involved in the case?

Brenda: Upon referral, our Rehab Liaison is in communication with the Injured Worker’s case manager on admission and to give and get any updates to coordinate the admission. They are informed of who the admitting attending is, date/time of team conference and invited to attend onsite or call in. The advantages of attending in person are to meet and interact with the interdisciplinary team and provide input to the discharge plan. At the same time meet patients and family/caregiver at bedside. We also provide clinical updates multiple times a week.

Anne: How does your team keep the Injured Worker motivated about returning to work?

Brenda: We tailor a very individualized return to work program that is meaningful to Injured Workers’ job related activities and communicate goals with clarity and often. Our objective is to stay in contact consistently with case manager and adjust the individualized return to work program as needed for goal attainment and progression.

Anne: For those IW who suffer catastrophic injuries how does your team help the IW and their families adapt to their ‘new normal’?

Brenda: The interdisciplinary team will modify the Injured Workers’ program to accommodate each person’s maximum potential by training the Injured Worker and caregiver compensation techniques to reach their goals and maximal capabilities. We specialize in a return to work program supporting the development of emotional and behavioral techniques that address the IW’s goals and concerns.

Anne: What innovations are you seeing in rehabilitation?

Brenda: We are seeing an increase in advanced technology that assist us in achieving safer and more cost effective outcomes for the Injured Worker, including telemedicine and mobile apps. We utilize this technology to monitor home therapy programs and psychological support systems which lead to improved care and efficiency of the IW.

Anne: What is one suggestion you have for case managers that would help them improve their practice?

Brenda: Engagement through attending the interdisciplinary team conference, family conference and IW training to assess needs, progress, and motivation of the Injured Worker.

I hope you find some tips to increase and improve your communication skills, so you are effective in care coordination, transitions of care and return to work for your clients.

A special thanks to Brenda Cain and her team for their help with this article.

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