Reading C

Moo, A., Bywood, P., Clark, B., & McMillan, J. (2021). Person-centred approach to case management. In Best practices for person-centred case management: A literature review, pp. 9-10. https://research.iscrr.com.au/__data/assets/pdf_file/0010/2652715/298_Person_centred-case-management_FINAL.pdf

This review is based on literature from multiple sources and a wide range of settings. There are many different terms used to describe similar concepts related to the person-centred approach, including ‘patient-centred’, ‘client-centred’, ‘human-centred’, ‘individual-focused’ and ‘customer-focused’. Although there may be slight differences in these terms, fundamentally they reflect similar ideals. Therefore, for the purposes of this review, the term ‘person-centred’ is used to represent not only the specific circumstances of a worker’s injuries, but also the broader context of their lives and interrelationships. Similarly, the term ‘client’ is used to refer to a person, individual, patient or injured worker to cover a range of settings, unless there is a specific context. Where specific studies are referenced, other terms (e.g. patient-centred) may be used to accurately represent the literature.

Overall, while there was a large body of literature pertaining to case management and case manager attributes and practice, there was a lack of relevant literature regarding evidence-based evaluation of person-centred case management.

2.1 National Standards of Case Management

Case management is practised and well-established in social work, health care and other sector services. It can be short-term, long-term or ongoing depending on need. Countries around the world such as the United Kingdom (UK), United States (US), Canada and Singapore have developed standards of practice in case management from a variety of disciplines. The Case Management Society of Australia and New Zealand (CMSA) also sets a minimum national level of practice (benchmark of excellence) to be attained by a practitioner throughout the case management process. Case management has been defined by CMSA as “a collaborative process of assessment, planning, facilitation, and advocacy for options and services that aims to meet individuals’ holistic care needs and ultimately promote quality cost-effective outcomes”. 3 This provides a framework for service delivery in a variety of fields including mental health, child protection, education, disability, veterans’ affairs and homelessness. Each discipline or field has different challenges, and brings its own approach to case management models along with specific supporting roles that are integral in the process.

2.2 Person-Centred approach

The concept of person-centredness is embedded in the definition of case management and means allowing people’s values, beliefs and circumstances to guide how services are designed and delivered. In this way, people are enabled and supported to participate meaningfully in decisions that impact on them; and to form partnerships with their service providers.While it is not a new concept, it has taken on heightened prominence in recent years. Numerous studies have shown that person-centred practices can lead to improvements in client satisfaction, workforce attitudes, job satisfaction, emotional stress and overall workforce wellbeing. As the term implies, a person-centred approach to case management treats the client as an individual and puts the client at the centre of planning, care and support. Originating in the disability sector, many health care organisations have since adopted person-centred approaches in care and support. It is embedded throughout the National Safety and Quality Health Service Standards (second edition), reflecting its importance to the safety and quality of health care.

2.3 Features of Person-Centred Case Management

At the core of a person-centred approach are the following features: 

• Client is at the centre of the plan
• Family and friends are involved as full partners
• Partnership between the person, their family and the service provider
• The person’s whole of life is considered
• Continued listening, learning and action.

In general, most staff working in human services believe that they apply a person-centred approach to their interactions with clients as they genuinely care and want to provide the best support to their clients. ⁹ However, human services systems are often system- or service-centred rather person-centred. Table 1 shows some of the differences between person-centred and system-centred approaches.

^{Table 2. System-centred approach versus person-centred approach}

^{Source: National Diabetes Australia 10}

Person-centred case management is not a linear process. Clients may alternate between stages of care depending on their recovery, needs, and goals.¹¹ It is also important to note that there is a need to shift power and control from service providers to clients by supporting shared decision-making and engaging in respectful and mutual relationships.⁴ Therefore, a person-centred approach typically involves more time upfront than a task-oriented culture.

When applied in the workers’ compensation scheme, a person-centred approach involves the injured worker being at the centre of decision-making, where they have a say in the goals they want to achieve and the services they wish to receive. Injured workers are empowered and supported to meaningfully participate in decisions and to form partnerships with their case manager and service providers.⁴ It is a process of continual listening and learning; focused on what is important to the injured worker, now and for the future; and acting upon this in collaboration with their employer, as well as their family and friends, as necessary.⁸