Comparison of Service Outcomes of Case Management Teams With and Without a Consumer Provider

Abstract

This retrospective cohort study used an approximation of random assignment to examine the extent to which including a consumer provider on conventional case management teams serving people with a serious mental illness improves service delivery and client outcomes when compared to teams staffed only by nonconsumers. Overall results show that consumer providers with significant life experience, but limited postsecondary education, can be effective members of conventional case management teams that produce comparable outcomes to teams comprised exclusively of nonconsumer, professionally-trained staff.

Keywords:

• Case management
• Consumer providers
• Outcomes

Notes

¹To simplify terms and in keeping with the dominant usage in the literature, the term “consumer provider” (CP) will be used to refer to people who have experienced a serious mental illness and who are employed as a provider of mental health services. Recipients of these services will be distinguished as clients. Other staff will be referred to as nonconsumer providers or non-CP.

∗These studies found improved outcomes when consumers were involved in service delivery.

∗∗Mixed findings reported.

^a One unit = 15 minutes.

^b {Consumer on Team}; [no Consumer on Team].

^c Higher score indicates greater assessed risk for hospitalization.

¹Adjustment disorder, personality disorder, depression nos, or psychosis nos.

∗p = .03.