Perfecting partnership working in case management
Case managers at know that the successful management of personal injury cases is a team effort; no one person can do it alone. Not the case manager or the lawyer, not the physiotherapist, the OT or the psychologist and certainly not the client in the absence of appropriate support.
Collaboration is crucial to bring together the expertise, perspectives, and resources needed to address the diverse needs of individuals and their families affected by serious personal injury. By forging partnerships, healthcare professionals, solicitors, community organisations, and the clients and their families themselves, can work together as a cohesive team.
Annabelle Lofthouse, co-founder and director at Breakthrough, explains: “As case managers, we really are the facilitators for powerful partnership working. It is our responsibility to ensure effective communication, enabling everyone involved to share information, coordinate efforts, and make informed decisions.
“As case managers we coordinate and maintain open lines of communication between clients, solicitors, therapists and rehab assistants to ensure everyone involved is working towards shared goals and objectives”.
At Breakthrough, clear communication is paramount. Regular contact with the client and their families, whether that’s scheduled visits and meetings or an ad hoc phone call to check in, means that the client remains at the heart of the process.
Multidisciplinary team meetings as well as documented GAP reports, case management updates and regular therapist reports, all serve to create an up-to-date picture of where the client is in their journey and what needs to happen next.
“When a case is progressing well, it’s because we’ve successfully established shared goals and objectives with everyone involved, and we’re all singing from the same song sheet,” says Annabelle.
Naturally, case managers need to be able to signpost, refer and call upon experts in their field and Breakthrough has built what it sees as an ‘incredible bank’ of therapists, specialist rehab providers, support assistants and clinical professionals over the years.
“There’s a real sense of mutual trust among everyone we work with,” says Annabelle, “which fosters a collaborative environment where ideas can be freely shared and discussed and as such, promotes innovation. Pooling that knowledge and expertise really optimises the delivery of care, rehabilitation and support services and contributes to holistic person-centred care.”
Breakthrough’s determination to keep the client at the heart of everything they do, rests upon a solid foundation of partnership working.
When professionals collaborate, they can consider all aspects of an individual’s well-being, including their physical, emotional, social, and environmental needs. This comprehensive approach allows for tailored interventions that address the unique circumstances of each person.
By embracing a person-centered approach, partners empower patients and clients to actively participate in their care. This means involving them in the decision-making process and ensuring that their preferences and values shape the care they receive.
“It’s about treating individuals as active participants rather than passive recipients of care,” explains Annabelle.
Partnership working is a transformative approach that brings together professionals to achieve a collective synergy and improved outcomes for clients, but at Breakthrough, their case managers understand it requires regular evaluation.
“We are always monitoring, ensuring everyone is working towards agreed goals and reviewing collaborative and individual progress” says Annabelle.
“The feedback loop is there to allow for adaptive learning, streamlined processes, enhanced coordination and ultimately, better outcomes for our clients.”