When several professionals are involved, a family may need a clearer picture of who is doing what. A case-management agreement should make responsibilities, communication, and review points explicit rather than placing every decision with a single unspecified coordinator.
Begin with an agreed plan
Ask for the purpose of the engagement, the individual’s goals, named professionals, specific tasks, and a review date. Distinguish clinical case management from administrative coordination, and verify the qualifications required for the work being commissioned.
Use a responsibility record
For each activity, identify the person responsible, the person who can authorize it, and the people permitted to receive updates. Include appointments, prescriptions, records, travel, billing, family communication, and follow-up.
Define how information moves
Ask which records are needed, what permissions apply, how information is transferred, and how access is limited. A large email thread is not a care-governance arrangement. Payment approval and access to clinical detail should be considered separately.
Make handovers visible
Request a plan for changes of clinician, provider, residence, country, or staffing. Ask who confirms the receiving professional has accepted responsibility and what happens when an appointment or transfer cannot proceed.
Review the arrangement
Set practical questions for review: which tasks were completed, which appointments are agreed, what remains unclear, and whether the current scope is still needed. Avoid treating continuous coordination as an indefinite default.
Ask about conflicts and fees
Clarify who employs the coordinator and whether the service has referral relationships. Separate professional time from external clinical fees, travel, and other third-party charges.