Case Management
Effective case management balances the need for structured data with the reality of frontline practice. Good design ensures that information captured for individual service users can also reveal wider stories about service impact—without overwhelming service users, their families, or your practitioners.
EO uses the ‘RAPIERE’ Case Management framework, developed through years of frontline practice, to facilitate discussion about each stage of a service user’s journey from referral to exit.
RAPIERE is a seven-stage case management framework (Referral, Assessment, Planning, Intervention, Evaluation, Review, Exit) that guides practitioners through purposeful work with service users. Unlike linear models, it recognizes that case management is cyclical and iterative. Each stage poses critical questions that must be answered before progressing—such as “what is your legal mandate to work with this service user?” at referral, “will it be realistic to meet their needs?” at assessment, and crucially, separating “did we do what we said?” (review) from “did it make a difference?” (evaluation).
Developed from frontline practice, RAPIERE prevents drift, ensures plans connect to assessed needs, captures both professional and service user perspectives, and elevates the often-overlooked referral stage to its rightful importance in understanding demand and service access.
Supporting Your Software Implementation
We can also work with your software suppliers to ensure case management systems are designed around your service’s real-world needs, making data capture meaningful and manageable for everyone involved.
Whether you’re designing a new service, commissioning software, or trying to understand what your data is really telling you, EO can help.
