22 - Case Management

Question 1

A patient with a long history of asthma with many hospital admissions is referred to a case manager for disease management. Which of the following best describes the purpose of this referral?

a. ) Chronic and costly disease conditions that require long-term care interventions
b. ) Patients who cannot handle their disease
c. ) Those who seek to control use by providing clients with correct information
d. ) Patients who will need an advanced practice nurse instead of physician for monitoring

Answer 1

a.) Chronic and costly disease conditions that require long-term care interventions

Disease management activities target chronic and costly disease conditions that require long-term care interventions. Demand management seeks to control use by providing clients with correct information. Patients who cannot handle their disease or who need an advanced practice nurse instead of a physician do not explain the referral to disease management.

Question 2

A case manager provides a formal communication link among all parties concerning the plan of care management. Which of the following roles of the nurse is being implemented?

a. ) Facilitator
b. ) Liaison
c. ) Coordinator
d. ) Negotiator

Answer 2

b.) Liaison

The case manager providing a formal communication link among all parties concerning the plan of care management is performing the role of liaison. As a facilitator, the nurse supports all parties in work toward mutual goals. When working as a coordinator, the case manager arranges, regulates, and coordinates needed health care services for clients at all necessary points of services. The case manager who uses effective collaboration and team strategies to make arrangements for services is performing the role of negotiator.

Question 3

A nurse is using life care planning when working with a client. Which of the following would be the most appropriate time for this to be used?

a. ) When organizing a timeline of life events
b. ) When documenting client information and requests
c. ) When assessing present and future client needs
d. ) When estimating future costs for medical care

Answer 3

c.) When assessing present and future client needs

Life care planning is a customized, medically based document that provides assessment of present and future needs. Typically, a life care plan incorporates medical, financial, psychological, vocational, built environment, and social costs during the remaining life of the client. Life care planning is a tool used in case management. A life care plan assesses the current and future needs of a client for catastrophic or chronic disease over a life span.

Question 4

Which model addresses the structure and processes of using the population-based tools of disease management and critical pathways to offer care for client populations?

a. ) Client-focused
b. ) System-focused
c. ) Social service
d. ) Long-term care

Answer 4

b.) System-focused

The system-focused model addresses the structure and processes of using the population- based tools of disease management and critical pathways to offer care for client populations. The concern in client-focused models is with the relationship between case manager and client to support continuity of care and to access providers of care. The social service models provide services to clients to assist them in living independently in the community and in maintaining their health by eliminating or reducing the need for hospital admissions or long-term care. Long-term care is not a model of case management.

Question 5

A nurse is working as a case manager and is in the process of performing interdisciplinary, family and client conferences. Which of the following phases of the nursing process is being implemented?

a. ) Assessment
b. ) Diagnosis
c. ) Planning for outcomes
d. ) Implementation

Answer 5

b.) Diagnosis

Diagnosis includes the identification of a problem/opportunity. Examples of activities used during the diagnosis phase include holding conferences, determining conclusions on the basis of assessment, and using interprofessional teams. Examples of assessment include developing networks with target populations and dissemination of written materials. Examples of planning for outcomes include validating and prioritizing problems and selecting evidence-based interventions. Examples of implementation include contacting providers and coordinating care activities.

Question 6

A case manager has contacted providers and has negotiated services and prices. Which of the following phases of the nursing process is being demonstrated?

a. ) Assessment
b. ) Diagnosis
c. ) Planning/outcome
d. ) Implementation

Answer 6

d.) Implementation

The implementation phase of the nursing process occurs when a case manager advocates for clients’ interests and arranges for the delivery of service. Examples of assessment include developing networks with target populations and dissemination of written materials. Diagnosis includes the identification of a problem/opportunity. Examples of activities used during the diagnosis phase include holding conferences, determining conclusions on the basis of assessment, and using interprofessional teams. Examples of planning for outcomes include validating and prioritizing problems and selecting evidence-based interventions.

Question 7

The process of moving conflicting parties toward an outcome is called:

a. ) negotiation.
b. ) conflict management.
c. ) problem-purpose expansion method.
d. ) brainstorming.

Answer 7

a.) negotiation.

The process of moving conflicting parties toward an outcome is called negotiation. Conflict management has the goal of mutual benefit with limited loss, which is directed toward getting all parties to work together. The problem-purpose-expansion method is a way to broaden limited thinking by restating the problem and expanding the problem statement so that different solutions can be generated. In brainstorming, as many alternatives as possible are generated without placing a value on them.

Question 8

The nurse is involved in a conflict resolution situation with the parents of a 2-year-old boy. The parents are deciding if “spanking” the child is a disciplinary method that they will employ. The mother says, “I do not believe in spanking. I see it as abusive and demeaning.” Which of the following best describes the statement by the mother?

a. ) Cooperation
b. ) Assertiveness
c. ) Bargaining
d. ) Collaboration

Answer 8

b.) Assertiveness

The mother’s statement is an example of assertiveness, the ability to present one’s own needs. Cooperation is the ability to understand and meet the needs of others. Bargaining is part of the negotiation process when debates include gathering facts based on reasoning that will generate understanding and promote relearning. Collaboration is a dynamic highly interactive and interdependent process in which people work together to share resources and a vision for a goal.

Question 9

A nurse is assisting clients to improve their health status. Which of the following types of management is being used by the nurse?

a. ) Care management
b. ) Case management
c. ) Disease management
d. ) Demand management

Answer 9

d.) Demand management

Demand management seeks to control use by providing clients with correct information and education strategies to make healthy choices, to use healthy and health-seeking behaviors to improve their health status, and to make fewer demands on the health care system. Care management is an enduring process in which a manager establishes systems and monitors the health status, resources, and outcomes for a targeted aggregate of the population. Case management is defined as a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to facilitate an individual’s and family’s comprehensive health needs through communication and available resources to promote quality cost-effective outcomes. Disease management constitutes systematic activities to coordinate health care interventions and communications for populations with disease conditions in which client self-care efforts are significant.

Question 10

A nurse is working as a case manager. Which of the following best describes the diagnoses that the case manager is most likely to encounter?

a. ) Bankruptcy, financial distress, and depression
b. ) Flu, colds, and frequent headaches
c. ) Malaria, bird flu, and Dengue fever
d. ) AIDS, spinal cord injury, and ventilator dependency

Answer 10

d.) AIDS, spinal cord injury, and ventilator dependency

Case-managed conditions include many chronic conditions. AIDS, spinal cord injury, and ventilator dependency are the only chronic conditions listed. The other options are acute or nonmedical conditions.

Question 11

What are the six “rights” of case management?

a. ) Care, time, provider, setting, price, and outcomes
b. ) Patient, medication, route, time, documentation, and evaluation
c. ) Place, setting, patient, plan, outcomes, and documentation
d. ) Disease process, time, place, beneficence, advocate, and care provider

Answer 11

a.) Care, time, provider, setting, price, and outcomes

Care, time, provider, setting, price, and outcomes are used to judge the effectiveness of case management.

Question 12

A nurse is using population management as part of the nursing care that is provided. Which of the following activities is the nurse most likely completing?

a. ) Census taking to determine the total number of people in the population
b. ) Assessing the needs of the client population through compilation of health histories
c. ) Providing case management services for every citizen in the community
d. ) Selecting programs for wellness that are repeated annually

Answer 12

b.) Assessing the needs of the client population through compilation of health histories

Population management involves assessing the needs of the client population through health histories, claims, use-of-service patterns, and risk factors. Population management does not include census taking, providing case management services for all, or repeating wellness programs on an annual basis.

Question 13

An enduring process in which a manager establishes systems and monitors the health status, resources, and outcomes for a targeted aggregate of the population is called:

a. ) case management.
b. ) care management.
c. ) disease management.
d. ) demand management.

Answer 13

b.) care management.

Care management is an enduring process in which a manager establishes systems and monitors the health status, resources, and outcomes for a targeted aggregate of the population. Case management is defined as a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to facilitate an individual’s and family’s comprehensive health needs through communication and available resources to promote quality cost-effective outcomes. Disease management constitutes systematic activities to coordinate health care interventions and communications for populations with disease conditions in which client self-care efforts are significant. Demand management seeks to control use by providing clients with correct information and education strategies to make healthy choices, to use healthy and health-seeking behaviors to improve their health status, and to make fewer demands on the health care system.

Question 14

A case manager uses effective collaboration and team strategies to make arrangements for services. Which of the following roles is being applied?

a. ) Broker
b. ) Negotiator
c. ) Liaison
d. ) Facilitator

Answer 14

b.) Negotiator

The case manager who uses effective collaboration and team strategies to make arrangements for services is performing the role of negotiator.

The role of broker is used when acting as an agent for provider services that are needed by clients to stay within coverage according to budget and cost limits of the health care plan.

When acting as a liaison, the nurse provides a formal communication link among all parties concerning the plan of care management.

As a facilitator, the nurse supports all parties in work toward mutual goals.

Question 15

Mutual benefit with limited loss for everyone is a goal of:

a. ) negotiating.
b. ) assertiveness.
c. ) conflict management.
d. ) cooperation.

Answer 15

c.) conflict management.

Mutual benefit with limited loss for everyone is a goal of conflict management. This involves using skills directed toward learning all parties’ needs and desires, detecting their areas of agreement and disagreement, determining their abilities to collaborate, and assisting in discovering alternatives and activities for reaching a goal. The process of moving conflicting parties toward an outcome is called negotiation. Assertiveness is the ability to present one’s own needs. Cooperation is the ability to understand and meet the needs of others.

Question 16

A nurse who is using population management needs to be able to work with integrated care delivery systems. Which of the following describes the rationale for this competency?

a. ) Management has shifted from inpatient care to primary care providers as points of entry.
b. ) Emphasis is on episodic illness care for individuals rather than on population management.
c. ) Care management services and programs do not provide access and accountability, as provided by case management services.
d. ) Assessment of the needs of the population is no longer necessary.

Answer 16

a.) Management has shifted from inpatient care to primary care providers as points of entry.

Management has shifted from inpatient care as a point of entry to primary care providers as points of entry. The other statements are false.

Question 17

A case manager submits documentation that a nursing visit was completed at a client’s home, but it was never performed. According to the general areas of legal risk, how would this action best be categorized?

a. ) Liability for managing care
b. ) Fraud/abuse
c. ) Negligent referral
d. ) Confidentiality/security

Answer 17

b.) Fraud/abuse

Fraud/abuse occurs when false statements of claims are made and filed. Confidentiality/security occurs when sensitive information is not secured. Negligent referral occurs when referrals or treatments are inappropriate. Liability for managing care occurs when case management is not used appropriately, when there is harassment, or when care is inappropriately delegated.

Question 18

A case manager is fulfilling the role of coordinator. Which of the following nursing interventions would most likely be completed?

a. ) Providing information to all parties about the situations affecting the client
b. ) Educating the client and providers in order to make informed decisions
c. ) Supporting all parties to work toward mutual goals
d. ) Arranging, regulating, and balancing needed health services for the client

Answer 18

d.) Arranging, regulating, and balancing needed health services for the client

The role of coordinator is fulfilled when the nurse arranges, regulates, and balances needed health services for the client. Providing information to all parties about the client’s situation is the role of the monitor/reporter. Educating the client and provider in order to make informed decisions is the role of educator, and supporting all parties to work toward mutual goals is the role of facilitator.

Question 19

A bachelor’s prepared nurse is providing case management services. Which of the following activities would most likely be provided by this nurse?

a. ) Working with community aggregates
b. ) Working with systems of disease
c. ) Working with individuals
d. ) Working with outcomes management processes

Answer 19

c.) Working with individuals

Working with individuals would be the role of this nurse. Working with community aggregates, systems of disease, and outcomes management processes are implemented by an advanced practice nurse (APN).

Question 20

A nurse upholds a client’s right to make a choice and to act on the choice. Which of the following best describes the action being taken by the nurse?

a. ) Affirming
b. ) Supporting
c. ) Informing
d. ) Amplifying

Answer 20

b.) Supporting

Supporters approve and support clients’ actions. Affirming is based on an advocate’s belief that a client’s decision is consistent with the client’s values and goals. Informing includes educating clients about the nature of their choices, the content of those choices, and the consequences to the client and is not a one-way activity. Amplifying occurs between the nurse and the client to assess the needs and demands that will eventually frame the client’s decision.

Question 21

A nurse is using a critical path when providing care for a client. Which of the following most likely describes the situation that the nurse is in?

a. ) Implementing the six “rights” of case management
b. ) Demonstrating competencies required for practicing case management
c. ) Attempting to achieve a measurable outcome for a specific client
d. ) Effectively managing conflict resolution

Answer 21

c.) Attempting to achieve a measurable outcome for a specific client

A critical path is a case management tool used to achieve a measurable outcome for a specific client case. The critical path details the essential and sequential activities in care, so that the expected progress of the client was known at a point in time. A critical path does not address the six “rights” of case management or demonstrate the competencies required for practicing case management. A critical path is not used for conflict resolution.

Question 22

A case manager supports a client’s decision to return home after having a total hip replacement rather than go to a skilled nursing facility. Which of the following phases of the nursing process is being used?

a. ) Assessment
b. ) Planning/outcome
c. ) Implementation
d. ) Evaluation

Answer 22

c.) Implementation

The implementation phase is similar to the advocacy process when the nurse aids the client in decision making and supports the client’s decisions. The assessment/diagnosis phase is similar to the advocacy process of information exchange, gathering data, and illuminating values. The planning/outcome phase is similar to the advocacy process when generating alternatives and consequences and prioritizing actions. The evaluation phase is most similar to the advocacy processes of affirmation, evaluation, and reformulation.

Question 23

A nurse’s excessive attention to cost containment impairs the nurse’s duty to provide measures to improve health. Which of the following ethical principles is being influenced?

a. ) Autonomy
b. ) Beneficence
c. ) Veracity
d. ) Nonmaleficence

Answer 23

b.) Beneficence

Beneficence is influenced when excessive attention to cost containment supersedes or impairs the nurse’s duty to provide measures to improve health or relieve suffering. Autonomy is the individual’s right to choose a provider. Veracity is truth telling which is important to building trusting relationships with clients. Nonmaleficence is doing no harm, which is addressed when incorporating outcomes measures, evidence-based practice, and monitoring processes in plans of care.

Question 24

A nurse is working with an individual who pursues neither his concerns nor another’s concerns. Which of the following conflict management behaviors is being used?

a. ) Accommodating
b. ) Collaborating
c. ) Avoiding
d. ) Compromising

Answer 24

c.) Avoiding

The individual would be “avoiding.” Avoiding is defined as when an individual pursues neither his or her concerns nor another’s concerns. Accommodating occurs when an individual neglects personal concerns to satisfy the concerns of another. Collaborating is when an individual attempts to work with others toward solutions that satisfy the goals of both parties. Compromising occurs when an individual attempts to find a mutually acceptable solution that partially satisfies both parties.

Question 25

The first stage of collaboration is:

a. ) trust building.
b. ) consensus.
c. ) collegiality.
d. ) awareness.

Answer 25

d.) awareness.

The first stage of collaboration is awareness, when one makes a conscious entry into a group process. This is followed by tentative exploration and mutual acknowledgement, trust building, collegiality, consensus, commitment, and collaboration.

Question 26

Which are examples of knowledge domains used in case management?

a. ) Legal issues, malpractice recognition, and community involvement
b. ) Teaching, counseling, and education skills
c. ) Advocacy, political campaigning and legislative change
d. ) Grant application, bargaining contracts, and securing funding

Answer 26

b.) Teaching, counseling, and education skills

Teaching, counseling, and education skills are an important part of case management in addition to program evaluation and research. The other domains listed are not used in case management.

Question 27

The nurse and client, a 20-year-old expectant mother, are discussing the advantages and disadvantages of breastfeeding. To enhance understanding of the implications of breastfeeding, the nurse says, “Tell me more about how you will work full time and breastfeed.” Which of the following aspects of the advocacy process is being used?

a. ) Verification
b. ) Clarification
c. ) Amplification
d. ) Affirmation

Answer 27

b.) Clarification

Clarification is a process in which the nurse and client strive to understand meanings in a common way. Verification is the process used by the nurse advocate to establish accuracy and reality in the informing process. Affirmation is based on an advocate’s belief that a client’s decision is consistent with the client’s values and goals. Amplifying occurs between the nurse and the client to assess the needs and demands that will eventually frame the client’s decision.

Question 28

Care in a managed system is provided by less experienced providers. Which of the following ethical principles is being influenced in this situation?

a. ) Autonomy
b. ) Beneficence
c. ) Nonmaleficence
d. ) Justice

Answer 28

d.) Justice

Justice calls for equal distribution of health care with reasonable quality.

Autonomy is the individual’s right to choose a provider.

Beneficence is influenced when excessive attention to cost containment supersedes or impairs the nurse’s duty to provide measures to improve health or relieve suffering.

Nonmaleficence is doing no harm, which is addressed when incorporating outcomes measures, evidence-based practice, and monitoring processes in plans of care.

Question 29

What knowledge and skills are required in order to become a competent case manager? (Select all that apply.)

a. ) Knowledge of community resources and financing mechanisms
b. ) Written and oral communication skills
c. ) Proficient negotiation and conflict-resolving practices
d. ) Application of evidence-based practices and outcomes measurements
e. ) Experience with ethical decision making

Answer 29

a.) Knowledge of community resources and financing mechanisms

b.) Written and oral communication skills

c.) Proficient negotiation and conflict-resolving practices

d.) Application of evidence-based practices and outcomes measurements

The knowledge and skills required to achieve competency include knowledge of community resources and financing mechanisms, written and oral communication and documentation, proficient negotiating and conflict-resolving practices, and the ability to apply evidence- based practices and outcomes measures. Experience with ethical decision making is not part of becoming a competent case manager.

Question 30

A nurse would like to take action to reduce the risk of liability. Which of the following interventions should be used by the nurse? (Select all that apply.)

a. ) Provide accurate documentation of client visits
b. ) Inform clients of their rights of appeal
c. ) Refer clients to the providers of their choice
d. ) Utilize care planning whenever possible
e. ) Promote strong community partnerships

Answer 30

a.) Provide accurate documentation of client visits

b.) Inform clients of their rights of appeal

To reduce risk exposure, it is important to provide clear documentation of client encounters and inform clients of their rights of appeal. Client choice is important when choosing a provider; however, the nurse is responsible for using reasonable care when selecting referral choices for a client. Although care planning may be helpful for establishing a plan with the client, it is not necessary in reducing the risk of liability.

Question 31

A public health nurse (PHN) is working with the chronically ill and families with young children needing age-specific health maintenance. Which of the following models of case management is being used?

a. ) Client-focused
b. ) System-focused
c. ) Social service
d. ) Long-term care

Answer 31

a.) Client-focused

The concern in client-focused models is with the relationship between case manager and client to support continuity of care and to access providers of care. System focused models address the structure and processes of using the population-based tools of disease management and case management plans to offer care for client populations. The social service models provide services to clients to assist them in living independently in the community and in maintaining their health by eliminating or reducing the need for hospital admissions or long-term care. Long-term care is not a model of case management.