How to operationalize the function of case manager at the level of the first aid and care line in Wallonia and Brussels?

Abstract

Too often, the health services user is left to navigate a complex system without the support, tools, resources or knowledge to effectively manage their needs on their own. Case managers ensure intensive coordination for patients with complex needs and monitor their care trajectory. The case manager’s function has existed for several years in French-speaking Belgium, yet no consensus has been established as to the definition of the role or missions of the case manager. This has led to difficulties in the operationalization of case management and a confusion in the distribution of tasks with other professionals. This study aims to clarify the role of case manager, a sine qua none condition for developing this profession.