9.6.1.2 Effective Case Flow Design

Assessing the effectiveness of the case flow is a useful starting point in assessing the case management system. This is best achieved through a "case flow analysis" that analyses and tracks sample cases through the system to identify how much time is spent on average in each step. This will also determine whether special circumstances – priority cases; aged cases, etc. – were noted and dealt with. When a case flow system is well designed, cases move smoothly and steadily forward. If the system functions well, it is clear that "problem cases", aged cases and cases with systemic implications are identified early and discussed regularly at a case management committee meeting.

Once a case flow analysis is done, a determination can be made as to which, if any, areas require "re-engineering." Key problem areas could be:

• insufficient or inappropriately allocated resources;
• overly complex procedures;
• ineffective case management committee;
• insufficient delegation of authority;
• insufficient training;
• absence or unsuitability of policy and procedural standing instructions; and
• unnecessary duplication.