An Assessment of Case Manager Experience on the Implementation of Case Management at Langsa City General Hospitals

Background: The responsibility of case managers is to facilitate and coordinate patient care. Their presence in the implementation of case management is expected to have a beneficial impact. The program is also expected to benefit the hospital in a variety of ways, specifically in terms of patient service management related to more cost-effective services. Objective: This research aims to explore the experience of case managers in carrying out case management at Langsa City General Hospital (RSUD), which has been operational since June 2019. Methods: This research adopted a qualitative design with a descriptive phenomenological approach. From a total of seven individuals on duty, five case managers from the nursing profession were included in the population. The remaining two are medical professionals and refused to participate. Data were collected by conducting interviews, observations, and documentation. Results: The results showed that case managers are still in the honeymoon phase, with their services focused on the collaboration gap and overlapping roles. Conclusion: Almost all case managers feel that their work experience has not been fully implemented in accordance with the work program. They have to adapt to new tasks and receive some training related to the implementation of case management in hospitals.