Are you referring to the 90-day follow-up in the rehabilitation program? Unfortunately, when the case manager had a heavy workload with a very high number of veterans requiring case management services, it was a challenge to contact them all within 90 days to provide them with feedback or a follow-up. With the help of the tools, case managers can now balance their workload and have time to meet with the veterans or to at least contact them and do the follow-up within 90 days. The tool also enables us to make reports and to look at the action plans. For every follow-up, there is an action; it is recorded using the tool in the system. If there is a delay, the case manager's team leader will see if any of the 90-day follow-ups were late. The team leader will then talk to the case manager to see what is happening and why the follow-up with the veteran was not carried out.
On September 26th, 2012. See this statement in context.