Developing consumer-centered quality assurance strategies for home care. A case management model.

Despite a growing interest in home care quality assurance, models for effective quality assurance systems are in short supply. This article describes such a model, developed after a literature review; interviews with business leaders and with home care consumers and their families; and focus groups with consumers, case managers, and home health nurses. The Consumer-Centered, Negotiated Model for Home Care Quality integrates quality assurance into the case management process, focusing on the entire plan of care, not simply individual services. In this model, quality assurance is a regular and ongoing process, utilizing standards that are consumer-oriented, specific, and measurable.