The Role of Case Manager and the Implementation in Supporting Patient-Centered Care in PKU Muhammadiyah Yogyakarta Hospital

The patient care paradigm was patient-centered care (Patient-Centered Care). Patients and families needed accurate information and Pro-fessional Care Providers (PPA) that worked in an integrated manner in providing services to patients. A serious problem arose from the many interdisciplinary conflicts between service providers and the weak of quality control and cost control for hospitals. Case Manager was an important and comprehensive intervention in order to improve quality, control costs, patient safety, integrated care, continuity of service and patient satisfaction. The role of the Case Manager was very important and very complex as part of implementing patient-focused services, helping to improve inter-professional collaboration and other health care teams. The research objective: the objective was to describe the role of the case manager and the implementation in supporting Patient-Centered Care in the hospital. Method: The quantitative method was applied to the phenomenological approach. The main informant was the Case Manager and service supervisor as much as 30 informants. The data was obtained through deep interview and Focus Group Discussion (FGD) Result and Discussion: The role of Case Manager and the implementation had appropriately supported Patient-Centered Care in PKU Muhammadiyah Yogyakarta Hospital with the two appointed Case Manager, doctor, and nurse through the decision letter of board directors. The role of the Case Manager in supporting PCC was coordination, communication, supervision, prevention, and planning of patient care. The role had not been optimally done because it was constrained by multi-role constraints, ethical legal and uneven socialization. Conclusion: The role of Case Manager and the implementation at PKU Muhammadiyah Yogyakarta Hospital had supported Patient-Centered Care and the dominant role was the role of communication and the role of coordination.