Q&A: Cross-coverage

Q: What are the perceptions of cross-coverage?

A: Cross-coverage is the practice of having staff members cover each other for PTO, illness, confer­ences, unexpected absences, etc. Staff members are usually understanding about cross-coverage, since everyone wants to feel that the work will continue even if they cannot work. However, relentless cross-coverage stretches frontline professionals too thin each day, and causes a lack of credibility with patients, families, physicians, and nursing units. Pulling staff day after day produces the same perception, that case management is not responsive to requests and needs. One of the best ways to offset the stress of pulling staff is to set up pairs or clusters of case managers and social workers so that they cross-cover the same person or people. For example, the social worker who covers the rehab unit will cross-cover the social worker who is responsible for the ortho/neuro service, or the case manager who covers the ED will be paired with the case manager in the ICU. However, case managers should not cross-cover for social workers in a model in which the social workers are working in a more clinical, crisis-intervention (rather than strictly a discharge planning) capacity.

For more information, see Case Management Models: Best Practices for Health Systems and ACOs, 2nd edition.

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