Case management (CM) is one of many interventions designed to improve the health and social care of frequent users, but little is known about which characteristics of CM are effective. In this review authors found that identifying patients most likely to benefit from CM is key to producing positive outcomes. High-intensity intervention or the presence of a multidisciplinary/ interorganizational care plan was also associated with positive outcomes. They conclude that policy makers and clinicians should focus on the case-finding process, which ise the essential characteristic of successful CM. Value should be placed on high-intensity CM (eg, small caseload, frequent face-to-face contact with the patient, initial assessment in person) and developing care plans with multiple types of care providers to help improve patient outcomes.