Interview Techniques for the Case Manager
The patient interview is the primary way of obtaining information about the patient in order to create an effective care plan. It is a purposeful conversation that is a collaborative effort between the Case Manager and the patient.
It is important that the Case Manager create an environment that helps the patient feel safe and at ease in disclosing sensitive, personal information. The following provides steps that can be taken to facilitate a successful interview.
Prior to the interview review available information from the patients chart, medical records, prior encounters etc. It is important to remember the reviewed material is not a substitute for the patient interview.
Prevent interruptions or distractions by silencing cell phones, turning off the TV, closing the door or any other appropriate action. If the interview is over the telephone, make sure the patient is at a location where he or she will be comfortable talking about private health information. For example if they are on their cell phone at the grocery store, set up a better time for the call when the patient will have privacy.
f including their title and who they work for. For example, it is important for an insurance Case Manager to reveal to the patient that they work for the insurance company. The Case Manager should then explain their role and inform the patient of the purpose of the interview. At this time the Case Manager should also ask the patient how they would like to be addressed.
Establishing rapport facilitates communication. The patient will feel more comfortable disclosing their personal information, health history, problems and concerns after a rapport has been established.
The Case Manager should start the interview asking open-ended questions. This gives the patient the opportunity to tell their story. When the patient is speaking the Case Manager should actively listen. Guided questions can be used to get more specific information or to redirect the interview.
A good way to close the interview is for the Case Manager to provide a summary and explain the plan of care. The patient and Case Manager should also collaborate on goals.