Abstract
A record review was used to examine case management services provided to 36 workers who sustained a catastrophic or medically complex injury, and who were referred to a case management program. The aims of this phase of the evaluation were to identify and describe:
• Workers' demographics and personal attributes,
• The structures and processes that affected the course of these cases, and
• The role of the nurse case manager (NCM).
A data collection instrument was developed to collect quantitative and qualitative information. Structural factors that emerged as most consequential included the quality and quantity of the injured worker's social support and the employment situation, including the availability of a job post-injury, employer support, and worker motivation. Process variables identified included the interactions of service providers including communication, and collaboration. The NCM was described as a monitor, coordinator, supporter, and advocate for the worker. Additionally, the NCM served as a consultant to other service providers and played a key role in the implementation of cost containment strategies.