Q&A: Overcoming bias in case management

Q: How can case managers help ensure that bias doesn’t interfere with patient care?

A: Bias isn’t intentional, and most times it is unconscious. Part of the challenge stems from bias being associated with the personal values we grew up with, whether from our families of origin or our friends. It becomes easy not to realize how out of sync our values are with those of our clients or colleagues. Our values may be different, although not necessarily wrong. Bias and our values become issues when they affect or interfere with providing care and intervention to clients. The constructs of objectivity and respect underlie every professional license and case management ethical code. Client autonomy is always paramount, even if we disagree. As long as clients are capable of making decisions, we need to let them do so. Autonomy is about what the client wants, not what we want for the client, as well-intended as our efforts may be.

For more information, see The Social Determinants of Health: Case Management's Next Frontier.