Final answer:
The author posits that understanding and incorporating frontline healthcare experiences, data, and processes improves case management by building trust between staff and clients, resulting in more effective engagement and the development of curricula that directly impact clients. This participatory approach also enhances program outcomes.
Step-by-step explanation:
The author believes that making sense of frontline healthcare experiences, data, and processes significantly influences case management by fostering trust and understanding between staff and the clients they serve. When case managers can connect quantitative outcomes with qualitative ones, and involve clients in a way that utilizes their resourcefulness and insight, it can improve the overall effectiveness of case management. It also encourages case managers to actively engage with clients, who might be skeptical of case management, by checking in on other clients and building a more collaborative relationship.
Moreover, incorporating the frontline healthcare workers' perspectives and experiences into the development of case management programs and curricula can lead to more trust in the system. It shifts the creation of evidence-based curricula from exclusively researcher-developed approaches to include the insights from those who have direct contact with clients, like case managers and doulas. Additionally, this participatory approach can lead to education curricula that have a direct impact on the families served, further reinforcing the value of frontline experience in shaping effective case management practices.
Lastly, the involvement of case managers in educating staff about new projects and data collection approaches demonstrates that when they have the trust of the clients, they can significantly increase client enrollment and participation in programs. This underscores the importance of building trust and the positive impact it has on program outcomes.