Client empowerment, engagement, and self-care management are fundamental to case management. The CMSA Standards of Practice emphasize their significance, including them in the profession’s philosophy and guiding principles. These interrelated concepts work together to help clients achieve optimal outcomes.
Client empowerment occurs when case managers support and educate clients and their support systems so they understand and can access quality, efficient healthcare. Through education about treatment options, community resources, insurance benefits, and psychosocial concerns, clients become equipped to make informed decisions, practice self-advocacy, and manage their care.
Client engagement builds on client activation, characterized by behaviors such as maintaining a healthy diet, exercising regularly, or obtaining preventive care. Where the activated client has the knowledge, skills, resources, and confidence to manage his diabetes, the engaged client monitors his blood sugars, maintains his diet, and exercises daily.
Improved client engagement results in better health outcomes, better quality of care, and improved patient safety. Client engagement involves the two-way exchange of information between the client and provider and the client’s active role in care decisions.
Factors that can impact client engagement include:
- Motivation, attitudes, and beliefs
- Knowledge and health literacy
- Cognitive ability
- Past experiences with the healthcare system
- Degree of self-efficacy
- Trust between client and provider
Self-care management represents the ultimate goal: the client’s ability to manage his health condition and make informed decisions about care. The case manager’s role is to ensure clients have the information and resources they need to self-direct their care. Case managers support self-care management by:
This article shares a portion of the information covered on this topic in CCM Certification Made Easy, 4th Edition by Deanna Cooper Gillingham, RN, CCM, FCM (2025). For more details on this topic and related concepts, purchase your copy at CCMCertificationMadeEasy.com
