We have quality assurance exercises—I prefer to call them quality assurance, not quality control. Yes, if the follow-ups in the case plan are not carried out, we have to check with the case manager to see why it has not been updated. I must also say that the case plan can change. The situation and the issues facing the individual or the veteran might have since evolved. It is important to do the follow-up and to change the objectives, if necessary. Also, if the individual has achieved their goals, they have to withdraw. And if the veteran is not committed or motivated to pursue the objectives or to follow through on the points in their case plan, we have to check with them and see if they should withdraw from the case management process, because they are not ready. A number of factors can explain why they are not ready or motivated to pursue their objectives. That all falls under the quality assurance program; the team leader will check with the case manager.
On September 26th, 2012. See this statement in context.