Must-Have Features in a Run-Time Case Management Platform
Blog: KWKeirstead's Blog
Case Managers spend their time managing Cases and leveling and balancing resources across Cases. 
Popular examples of Cases are Patients in healthcare, Investigations in law enforcement but, in general, a Case is just a cursor position at a post-relational database management system. So, we can have “Cases” where the focus is on a supplier, a customer, an insurance claim, a helicopter receiving periodic maintenance.
The methodology of choice for Case Management is ACM (Adaptive Case Manager).
ACM recognizes that a Case ends up as a mix of structured protocols (i.e. process fragments) plus ad hoc interventions. Each Case is typically unique. Each has goals and objectives and their presence is essential to closing any Case.
If you are planning on developing a Case Management software suite or planning to acquire one, here is a list of “must-have” features:
- Official interfaces only (normal users, casual users, import/export engine)
- Case Hx (longitudinal view)
- Case Hx (workflow view)
- Case Goals/Objectives
- FOMM for assessing progress toward Case Goals/Objectives
- Post-relational dbms
- Menu of Services (for selecting “best practices” protocols)
- Pre/post processing nodes (before a process step, after a process step,
or, at a merge point)
- User Workspace (InTray, capable of hosting “best practices” protocol template instances)
- Background orchestration from BPM process template instances
- 3-Tier Scheduling (system, users, supervisors)
- Skip/Jump at Process Steps
- Insert an ad hoc intervention at a Case
- Break Glass (for emergency takeover of an in-progress intervention)
- Re-assign/take back a process step that is not being worked on
- Advanced Security (who can do what, when)
Whether you decide to build or buy, don’t drop any of the above items from your shopping list without careful consideration of the consequences.
Feel free to call us at 800 529 5355 if you have questions.
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