Kane R A, Degenholtz H
Institute for Health Services Research, University of Minnesota, Minneapolis 55455, USA.
J Aging Soc Policy. 1997;9(4):5-28. doi: 10.1300/j031v09n04_02.
To examine the extent to which case managers engage consciously in quality assurance activities for the services they purchase or arrange, semi-structured interviews were conducted with representatives of 75 case management agencies responsible for allocating home and community-based services with public funds, and 17 private, fee-for-service case management agencies. Relatively few agencies had developed formal criteria for defining quality, or systematic ways to assess it. Several types of quality oversight provided by case managers were identified: on-site review by case managers themselves, administrative review, and independent review by quality assurance staff. This article contains examples of best practices and discusses the policy implications of having case managers adopt a more explicit and rigorous role in assuring the quality of the services their clients receive.
为了探究个案管理员在多大程度上有意识地为他们购买或安排的服务开展质量保证活动，研究人员对75家负责用公共资金分配居家和社区服务的个案管理机构以及17家私营的、收费服务的个案管理机构的代表进行了半结构化访谈。相对较少的机构制定了定义质量的正式标准或评估质量的系统方法。研究确定了个案管理员提供的几种质量监督类型：个案管理员自身的现场审查、行政审查以及质量保证人员的独立审查。本文包含了最佳实践案例，并讨论了让个案管理员在确保其客户所接受服务的质量方面发挥更明确、更严格作用的政策含义。
