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Become a successful case management director

Case Management Weekly, April 30, 2008

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by Frances E. Echols, RN, BSN, MSN/ED

One of the most difficult challenges a case management director faces is trying to keep staff members focused and letting them know they are doing a good job in a stressful environment.

A good director can keep staff members on the right track by being honest and looking at each situation individually.

One thing I focus on teaching my staff members is how to diffuse conflicts. For example, staff members often encounter conflict with patients’ family members; showing the family respect is often the best way to deal with them.

Don’t focus on people being negative. They are often struggling with issues they don’t want to face involving themselves or family members. Most people don’t even know their own insurance or what it covers. Teach your staff to sit down and talk with patients and their families to make decisions as a group, so everyone feels comfortable.

Check out the April 2008 issue of Case Management Monthly to get the full story, and to discover all the benefits of being a Case Management Monthly subscriber.

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